Build and lead a multi-channel customer service function (voice, email, digital).
Define SLAs, escalation matrix, and quality benchmarks for issue resolution and grievance redressal.
Implement customer feedback loops and partner with product/tech to drive continuous improvements.
Ensure compliance with RBI Fair Practices Code and customer protection norms.
Disbursement & Servicing Operations
Establish and manage processes for disbursement, customer
📌 Head of Service Operations (India)
🏢 Airtel
📍 India
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