Lead - Customer Service

Role purpose

This position is focused on elevating customer service standards for the NBFC business by overseeing day-to-day operations, resolving escalations effectively, and strengthening the customer journey at every interaction point.

Key responsibilities

• Oversee the complete customer service operation across all communication channels.
• Take ownership of customer experience KPIs and maintain steady compliance with SLA commitments.
• Supervise a team of customer service executives while improving output, quality, and team engagement.
• Resolve complex and high-value customer complaints and drive them through to closure.
• Review feedback, complaint trends, and service performance data to pinpoint opportunities for improvement.
• Partner with teams such as Sales, Credit, Collections, Operations, and Technology to fix issues and simplify workflows.
• Lead initiatives that improve processes and introduce automation to make service delivery more efficient.
• Support adherence to RBI regulations as well as internal operating policies.

Additional information

Location: Maharashtra, India.