Team Lead Customer Experience

Role Overview: You are a dynamic and experienced Team Lead in Customer Experience, responsible for leading the customer support and grievance redressal function within the NBFC/Fintech domain. Your role involves demonstrating excellent leadership skills, ensuring timely resolution of customer concerns, and acting as the Grievance Officer to maintain strict adherence to RBI and regulatory compliance guidelines. Key Responsibilities: - Lead, mentor, and manage a team of customer experience executives to ensure service excellence. - Drive customer satisfaction by handling all queries, requests, and complaints within defined Turn Around Time (TAT). - Act as the Grievance Officer, ensuring compliance with RBI regulations and maintaining transparent grievance redressal practices. - Monitor team performance through KPIs/SLAs, implementing strategies for improved efficiency and customer delight. - Maintain accurate records of customer grievances, resolutions, and escalations for audit and compliance purposes. - Coordinate effectively with internal departments to ensure smooth issue resolution. - Prepare reports on grievances, escalations, and compliance matters for management review. - Analyze customer feedback continuously to identify gaps and propose process improvements. - Stay updated with industry standards and RBI guidelines related to customer service and grievance handling. - Foster a customer-first culture within the team while ensuring adherence to company policies and compliance norms. Qualifications: - Bachelor's degree in Business Administration, Finance, or related field (MBA preferred). - 4-7 years of relevant experience in Customer Experience/Customer Support within NBFC, Banking, or Fintech industry. - Prior experience as a Team Lead/Supervisor in a customer-facing function is mandatory. If you are interested, you may share your profile at [email protected],