Vice President - Customer Success

Position: Vice President – Customer Success

Industry: Fintech / Financial Services
Location: Delhi/ Mumbai

Key Responsibilities

Customer Support

• Set up and lead Customer Contact Centre
• Define service standards and SLAs
• Track CSAT, FCR, AHT, resolution rate
• Drive process improvements

Onboarding

• Manage onboarding for agents, merchants, and customers
• Ensure KYC/AML and regulatory compliance
• Use automation to reduce TAT

Operations & Compliance

• Ensure RBI compliance (AEPS, BBPS, DMT, CMS APIs)
• Oversee settlements, commissions, TDS/GST
• Coordinate with banks, vendors, and partners

Team Management

• Build and lead high-performing teams
• Set KPIs and review mechanisms
• Coach and mentor leadership talent

Strategy & Collaboration

• Represent voice of customer to internal teams
• Align customer success with business goals
• Participate in industry events and client forums

Required Skills

• 10+ years in customer success/operations in Fintech mandatory
• Strong knowledge of AEPS, BBPS, DMT, CMS APIs
• Familiarity with RBI guidelines and compliance
• Experience with ITIL, Six Sigma (preferred)
• Excellent communication and stakeholder skills

Qualifications

• Bachelor's in Commerce/Business
• MBA/PGDBA preferred
• Certifications in CX, Service Management, or Process Excellence (preferred)

Job Type: Full-time

Pay: ₹1,200,000.00 - ₹2,000,000.00 per year

Experience:

• Fintech : 10 years (Required)

Work Location: In person

Speak with the employer
+91 7356497435