Team Lead Customer Experience

Lodha Group

15 - 22 years

12 - 22 Lacs

pune

Posted:15 hours ago| Platform:

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Skills Required

collections customer service payment collection debt collection collections strategy recovery management recovery collection management debt recovery operations debt recovery credit collection debt management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Roles and Responsibilities

Lead and manage a team of Service Managers to achieve defined customer service goals and business objectives.
Drive team performance by setting clear targets, monitoring KPIs, and ensuring timely achievement of deliverables.
Collaborate with cross-functional teams including Sales, Design, Accounts, Onboarding, and Registration to ensure seamless customer service delivery.
Review and analyze customer feedback to identify trends, forecast customer needs, and implement service improvements.
Ensure prompt and accurate resolution of customer queries within defined turnaround times (TATs).
Plan and implement Wow” customer experiences across all stages of the client lifecycle — onboarding, relationship management, and registration.
Provide regular performance and business reports to the Cluster Head / Senior Management.
Support and guide the team in managing customer communication and collections in a professional and courteous manner.
Drive continuous process improvement initiatives to enhance service efficiency and customer satisfaction.
Motivate, coach, and develop team members through regular training, performance reviews, and feedback sessions.
Ensure effective communication within the team and alignment with organizational goals.
Foster a culture of accountability, ownership, and excellence in customer service.

Desired Candidate Profile

Graduate in any discipline (MBA preferred).
Minimum
8+ years
of experience in a team-handling or leadership role.
Strong people management and stakeholder management skills.
Excellent communication, analytical, and problem-solving abilities.
Proven ability to deliver high levels of customer satisfaction and meet performance targets.

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