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 prospect to develop their own expertise and delegates effectively to ensure shared responsibility for work output





Drives process improvement within the Business units by implementing new 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