Job Summary

Key Responsibilities
- 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.
- Robust understanding of RBI regulation

📌 Customer Care Head (Pitam Pura)
🏢 Kasar credit and capital private
📍 Pitam Pura