Job Summary:

Lead the Customer Service and Contact Centre function with end-to-end responsibility for managing high-volume inbound customer interactions, email servicing, escalations and complaint resolution. The role will drive superior customer experience through strong service governance, operational excellence, productivity improvement, digital adoption and effective resolution of customer issues. The role will be responsible for building a customer-centric service team, ensuring defined SLAs and TATs, improving First Call Resolution, strengthening escalation management and leveraging technology, analytics and automation to enhance service quality and efficiency.

Key Responsibilities:

- Lead the overall Inbound Contact Centre operations, managing high-volume customer calls across trading, demat, investments, transactions, account and service-related queries.
- Own customer email servicing and escalation management, ensuring timely, accurate and effective resolution.
- Establish and monitor SLAs, TAT, First Call Resolution (FCR), Average Handling Time (AHT), Service Level, Abandonment, CSAT and NPS.
- Lead the customer escalation and complaint-resolution framework, ensuring timely closure and appropriate stakeholder engagement.
- Drive root-cause analysis of recurring customer issues and partner with relevant functions to eliminate repeat complaints and contacts.
- Establish robust quality monitoring, call audits, coaching and training mechanisms to improve service quality.
- Develop and monitor dashboards covering call volumes, service levels, AHT, FCR,



email backlog, TAT, escalations, complaints and customer satisfaction.
- Ensure adherence to applicable regulatory, compliance, risk and customer-protection requirements.
- Manage senior and sensitive customer escalations with appropriate ownership and communication.
- Lead workforce planning, capacity management, forecasting, scheduling and productivity optimisation for the contact centre.

Skills:

- Strong leadership experience in large-scale Customer Service / Contact Centre operations, preferably in BFSI, Banking, Broking or FinTech.
- Proven expertise in managing high-volume inbound voice operations and email customer service/escalations.
- Strong understanding of Customer Experience, Contact Centre Management and Service Operations.
- Excellent knowledge of SLA, TAT, FCR, AHT, CSAT, NPS, quality and productivity metrics.
- Robust capability in escalation, complaint and grievance management.
- Strong stakeholder management skills with the ability to work across Technology, Product, Operations, Compliance, Risk and Business teams.
- Excellent communication, influencing and decision-making skills.
- Strong customer-centric mindset with the ability to balance customer experience, risk, compliance and operational efficiency.
- Ability to lead large teams, manage transformation and create a culture of ownership, accountability and continuous improvement.

Strong understanding of the regulatory and service environment within BFSI / Capital Markets would be an advantage

📌 Lead - Customer Experience (Navi Mumbai)
🏢 ICICI Securities
📍 Navi Mumbai