Role & responsibilities

Key Responsibilities

Strategic Leadership
- Define and execute customer service strategies for home loans and deposit products.
- Lead cross-functional initiatives to improve customer satisfaction and retention.
- Collaborate with product, compliance, and risk teams to ensure service alignment with regulatory and business goals.

Team Management
- Manage and mentor a team of service managers, team leads, and front-line representatives.
- Foster a high-performance culture focused on empathy, accuracy, and responsiveness.
- Conduct regular training and performance reviews to maintain service excellence.

Customer Experience
- Oversee resolution of complex customer queries and complaints related to loan applications, disbursements, repayments, account openings, and interest payouts.
- Implement feedback loops to capture and act on customer insights.
- Drive improvements in First Contact Resolution (FCR) and turnaround times.





Process & Compliance
- Ensure adherence to RBI guidelines and internal compliance policies.
- Monitor service SLAs and audit readiness across all customer service channels.

Technology & Innovation
- Leverage CRM and core banking systems to streamline service delivery.
- Identify and implement automation opportunities (e.g., chatbots, self-service portals).
- Use analytics to track trends, forecast volumes, and improve resource planning.

Preferred candidate profile

Preferred Attributes
- Experience in digital banking or fintech environments.
- Ability to manage high-volume service operations with precision and empathy.
- Passion for customer advocacy and continuous improvement.
- Multilingual proficiency is a plus (especially regional languages).

📌 Senior Manager Customer Service (Bengaluru)
🏢 Can Fin Homes
📍 Bengaluru