Job Summary:

- We are seeking a dynamic and experienced Senior Manager, Customer Care to lead our customer service operations within our NBFC. The ideal candidate will possess 6-8 years of experience in managing customer care teams, preferably within the financial services or NBFC sector.

- You will be responsible for ensuring exceptional customer service delivery, driving operational efficiency, and implementing strategies to enhance customer satisfaction. This role requires strong leadership, analytical, and problem-solving skills, along with a deep understanding of customer service best practices and regulatory compliance.

Responsibilities:

1. Customer Service Leadership & Strategy:

- Develop and implement customer service strategies that align with the company's overall business objectives.

- Lead and mentor a team of customer care professionals, fostering a culture of excellence and customer-centricity.

- Establish and monitor key performance indicators (KPIs) to measure and improve customer service performance.

- Identify and implement process improvements to enhance efficiency and effectiveness of customer service operations.

- Stay abreast of industry trends and best practices in customer service, incorporating them into the company's strategies.

2. Team Management & Development:

- Recruit, train, and manage a high-performing customer care team.

- Conduct regular performance reviews and provide constructive feedback and coaching.

- Develop and implement training programs to enhance the skills and knowledge of customer care representatives.

- Foster a positive and collaborative work environment.

- Ensure adequate staffing levels to meet customer service demands.

3. Customer Relationship Management:

- Oversee the handling of customer inquiries, complaints, and requests across various channels (phone, email, chat, etc.).

- Ensure timely and accurate resolution of customer issues, adhering to established service level agreements (SLAs).

- Develop and maintain strong relationships with key customers, addressing their concerns and ensuring their satisfaction.

- Implement customer feedback mechanisms to gather insights and improve service quality.

- Analyze customer data to identify trends and patterns, and develop strategies to proactively address potential issues.

4. Operational Efficiency & Compliance:

- Implement and maintain customer service systems and tools, ensuring optimal functionality and efficiency.

- Monitor call volumes, response times, and other key metrics to identify areas for improvement.

- Ensure compliance with all relevant regulatory requirements and company policies related to customer service.

- Develop and maintain documentation related to customer service processes and procedures.

- Manage the customer service budget, ensuring cost-effective operations.

5. Issue Resolution & Escalation Management:

- Develop and implement escalation procedures for complex customer issues.

- Investigate and resolve escalated customer complaints, ensuring timely and satisfactory resolution.

- Collaborate with other departments to address cross-functional customer issues.

- Identify and mitigate potential risks related to customer service operations.

6. Technology & System Optimization:

- Evaluate and recommend new customer service technologies and tools to improve efficiency and customer experience.

- Collaborate with IT and other departments to implement and maintain customer service systems.

- Ensure effective utilization of CRM and other customer service platforms.

- Monitor system performance and identify areas for optimization.

Qualifications:

- Bachelor's degree in Business Administration, Finance, or a related field (Master's degree preferred).

- 6-8 years of experience in managing customer care teams, preferably in the financial services or NBFC sector.

- Proven track record of achieving customer service targets and improving customer satisfaction.

- Strong leadership and team management skills.

- Excellent communication, interpersonal, and problem-solving skills.