Objective

Responsible for working towards reduction/elimination of customer complaints and managing Ops automation for customer service platforms

Key Responsibilties

- Manage a team of experts in handling the complaints process efficiently
- Manage process budget and track expenses
- Work towards reducing customer complaints by reviewing processes, identify & fixing gaps
- Ensure closure of customer complaints within agreed TAT, to achieve customer satisfaction level along with ensuring that the responses to regulatory authorities are closed in a timely manner
- Highlighting process performance to Senior Management
- Ensures departmental standards for Quality, Variability and Efficiency are met or exceeded
- Give subordinates opportunity to develop their own expertise and delegates effectively to ensure shared responsibility for work output




- Drives process improvement within the Business units by implementing current ideas/ concepts
- Work towards improvement of digital service platforms for customer interaction, such as IVR, Chat & Voice BOT
- Work towards increasing customer interaction on digital channels
- Performing the role of Nodal Officer for RBI for Mumbai zone

Need to Have Areas
- Proficiency in MS Office (Excel, Word and PowerPoint) required
- Should have initiated various activities /projects which has made significant impact in the process organization
- Excellent Communication and influencing skills, in person and in writing
- Excellent organizational and leadership skills with a problem-solving ability
- Experience in customer service is required

📌 Senior Manager - Complaints & Automation (Gurugram)
🏢 Home Credit India
📍 Gurugram