Looking for candidates with NBFC Industry experience.
Job Summary
The Customer Care Head will be responsible for building, leading, and continuously improving the customer service operations of the organization. This role requires a strategic leader who can ensure exceptional customer experience across all touchpoints (calls, emails, chat, and in-person), manage escalations, drive process efficiency, and lead a high-performing customer care team in a fast-paced lending environment.
Key Responsibilities
- Lead, mentor, and manage the end-to-end customer care function, including team leaders, supervisors, and frontline executives handling calls, emails, and chat support.
- Design and implement customer service strategies, SOPs, and quality frameworks aligned with organizational goals and RBI/NBFC compliance requirements.
- Monitor key service metrics such as TAT, First Call Resolution (FCR), CSAT, NPS, abandonment rate, and escalation closure timelines; drive continuous improvement.
- Own the escalation matrix — personally manage and resolve high-priority or sensitive customer complaints, including those related to loan disbursement, repayment, or collections disputes.
- Collaborate closely with Collections, Sales, Operations, IT, and Compliance teams to resolve systemic customer issues and improve the overall borrower journey.
- Set up and manage grievance redressal mechanisms in line with RBI's Fair Practices Code and NBFC customer protection guidelines.
- Recruit, train, and develop the customer care team; build capability through structured onboarding, coaching, and performance management.
- Drive adoption of technology (CRM, IVR, chatbots, ticketing tools) to improve service efficiency and customer self-service options.
- Prepare and present regular MIS reports, dashboards, and root-cause analyses on customer feedback and complaint trends to senior leadership.
- Ensure timely and accurate handling of customer data with strict adherence to data privacy and confidentiality norms.
- Manage vendor/outsourced call centre partners (if applicable), ensuring SLA adherence and service quality.
- Contribute to product and process improvement by channelling voice-of-customer insights to relevant internal teams.
Required Qualifications & Experience
- Graduate/Postgraduate in any discipline; MBA preferred.
- 4 years of experience in customer service/customer care, with at least 2 years in a leadership or managerial role.
- Prior experience in an NBFC, bank, fintech, or financial services organization is strongly preferred; personal loans domain experience is a plus.
- Strong understanding of RBI regulations, Fair Practices Code, and grievance redressal norms applicable to NBFCs.
- Proven experience managing large teams and driving performance through KPIs and SLAs.
- Hands-on experience with CRM systems, call centre technology, and MIS/reporting tools.
- Excellent communication, interpersonal, and conflict-resolution skills.
- Strong analytical and problem-solving ability with a customer-first mindset.
- Ability to work under pressure in a fast-paced, target-driven environment.
Working Hours and Days
- Full Time: Monday to Saturday
- 10:00 A.M. – 6:30 P.M
Interested Candidate can share their resume on +91 9871414201.
Pay: ₹40,000.00 - ₹50,000.00 per month
Benefits:
Work Location: In person
