Job Description
Objective
nResponsible for working towards reduction/elimination of customer complaints and managing Ops automation for customer service platforms
nKey Responsibilties
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- Manage a team of experts in handling the complaints process efficientlyn
- Manage process budget and track expensesn
- Work towards reducing customer complaints by reviewing processes, identify & fixing gapsn
- 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 mannern
- Highlighting process performance to Senior Managementn
- Ensures departmental standards for Quality, Variability and Efficiency are met or exceededn
- Give subordinates prospect to develop their own expertise and delegates effectively to ensure shared responsibility for work outputn




- Drives process improvement within the Business units by implementing new ideas/ conceptsn
- Work towards improvement of digital service platforms for customer interaction, such as IVR, Chat & Voice BOTn
- Work towards increasing customer interaction on digital channelsn
- Performing the role of Nodal Officer for RBI for Mumbai zonen

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

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📌 Senior Manager (Haryana)
🏢 Home Credit India
📍 Haryana