Roles and Responsibilities :

Candidates should be ready to work from Gurgaon office and willing to travel Bangalore regarding work related matters occasionally.

1. Service Operations & Tools

**- Manage day-to-day customer service operations across contact center, email, and digital channels.

- Build and document end-to-end CS team workflows from scratch, covering intake, triage, investigation, resolution, closure, and cross-team handoffs.
- Ensure effective use of CRM and ticketing systems (e.g., Freshdesk, Zendesk, Zoho, Salesforce, or equivalent) with robust ticket hygiene, including accurate categorization, tagging, root-cause identification, status updates, and SLA/TAT tracking.
- Personally design, configure, test, and launch ticket workflows from scratch, including required fields, categories, tags, priorities, statuses, queues, routing rules, and assignment logic.
- Define and configure response and resolution SLAs/TATs, business hours, escalation triggers, breach alerts, automations, and macros aligned with approved service and grievance standards.
- Build operational dashboards and reporting views for ticket volumes, SLA/TAT adherence, backlog aging, contact drivers, agent productivity, and service quality.
- Own the service requirements and validation of integrations between the ticketing system, CRM, telephony, and other internal systems, working with IT and vendors to maintain reliable data flows.
- Oversee contact center telephony systems (dialer/IVR, call recording) and monitor core service metrics such as AHT, occupancy, shrinkage, FCR, and backlog aging.
- Ensure accurate documentation, data integrity, and record-keeping of all customer interactions.

2. People Management & Workforce Planning

- Hire, onboard, train, and develop customer service agents and team leaders. Develop structured onboarding plans, training materials, knowledge base content, and readiness checks for new joiners.
- Define team roles, responsibilities, decision authority, handoffs, and escalation ownership, and align these with ticket queues and routing rules.
- Conduct regular coaching sessions, 1:1s, performance reviews, and skill development initiatives.
- Drive performance management through well-defined goals, KPIs, quality feedback loops, and corrective action plans, including PIPs where required. Set KPI definitions, baselines, targets, owners, and review cadence from the outset.
- Manage workforce planning, shift scheduling, and roster management to meet service levels.
- Handle discipline management, employee engagement initiatives, and attrition control.
- Build and sustain a “quality-first” and customer-centric service culture.

3. Regulatory Compliance & Grievance Redressal (RBI-Aligned)





- Serve as the Company's formally appointed Principal Nodal Officer (PNO), representing the Company before the RBI Ombudsman and furnishing complete, accurate, and timely information on its behalf.
- Exercise delegated authority to make complaint-resolution and remediation decisions within approved limits, obtain information from relevant departments, and coordinate investigations and corrective actions.
- Coordinate responses to RBI Ombudsman complaints and requests, including submissions through RBI's Complaints Management System (CMS), supporting records, and implementation of settlements and Ombudsman directions, working with Compliance, Legal, and relevant business teams.
- Ensure an effective and compliant Grievance Redressal Mechanism, including complaint registration, SLA/TAT adherence, defined escalation matrices, and maintenance of complaint registers and supporting documentation.
- Ensure adherence to RBI guidelines, Fair Practice Codes, and approved communication standards, avoiding mis-selling or misleading commitments.
- Support internal and external audits, inspections, and regulatory reviews related to customer service and complaints.
- Ensure timely and accurate compliance reporting for customer complaints and service requests.
- Enforce strict data privacy, confidentiality, and information security standards in all customer interactions, including access controls and minimal data usage.

4. Quality, Governance & Continuous Improvement

- Design, implement, and maintain a robust Quality Assurance (QA) framework from scratch, including sampling methodology, scorecards/checklists, calibration sessions, and structured feedback mechanisms.
- Manage customer escalations effectively and drive Root Cause Analysis (RCA) and CAPA (Corrective and Preventive Actions) to reduce repeat contacts and service failures.
- Create, document, obtain approval for, and roll out SOPs, scripts, and process guidelines from scratch. Ensure adherence to approved SOPs, scripts, and process guidelines to minimize operational, regulatory, and reputational risks.
- Own ticketing system governance, including access permissions, field and category standards, configuration documentation, change approvals, testing, and data quality checks.
- Track and analyze service trends such as contact drivers, repeat contact rate, service backlogs, and aging.
- Lead initiatives to improve processes, automation,



and self-service capabilities to enhance efficiency and reduce overall contact volumes. Regularly review and optimize team workflows, routing, SLAs, automations, dashboards, and integrations using ticket data, QA findings, and customer feedback.

Key Skills & Competencies

- Strong knowledge of NBFC products and financial services.
- Hands-on experience with CRM/ticketing tools and contact center systems. Ability to design and configure ticket workflows, fields, categories, statuses, routing, SLAs, automation, and dashboards, and validate integrations.
- Strong analytical skills with advanced proficiency in MS Excel / Google Sheets for MIS reporting, service analytics, and KPI tracking.
- Proven people management and leadership capabilities.
- Demonstrated ability to build CS team processes from scratch, translating service goals into practical SOPs, clear roles, onboarding, escalation paths, QA frameworks, and KPIs.
- Strong understanding of RBI regulations, grievance handling, and compliance requirements. Understanding of PNO responsibilities, RBI Ombudsman complaint handling, and CMS submissions.
- Excellent communication, stakeholder management, and problem-solving skills.
- Ability to manage escalations and perform effectively in high-pressure environments. Hands-on approach to documenting, testing, launching, and continuously improving processes and systems.

Qualifications

- Bachelor’s degree in Commerce, Business Administration, Finance, or a related field.

Experience

- 5–8 years of experience in customer service or operations within NBFCs, banks, or financial institutions.
- Minimum 2–3 years of experience in a managerial or team lead role.

Key Performance Indicators (KPIs)

- Complaint resolution TAT
- First Contact Resolution (FCR)
- Service quality audit scores
- Team productivity and attrition
- Delivery and adoption of CS workflows, SOPs, onboarding, QA, and ticketing configurations against agreed implementation milestones
- Response and resolution SLA adherence, breach rate, and backlog aging
- Ticket hygiene and data quality, including field completeness, categorization accuracy, and correct routing
- Repeat contact and reopened ticket rates
- Process and automation effectiveness, measured through reductions in manual effort, routing errors, and service delays
- Timeliness and completeness of regulatory responses, adherence to prescribed deadlines, and timely implementation of settlements, Ombudsman directions, and corrective actions

Reporting To

- Head – Customer Service
- Direct access to senior management to escalate material customer complaints, regulatory requests, and delays by relevant departments.**

Interested candidates can share their CV at [email protected]

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