Key Responsibilities

Customer Service Operations

- Lead and manage day-to-day customer service operations across the call centre and branch support functions.
- Ensure effective handling of customer inquiries, service requests, and complaints received through call centre and branch walk-ins.
- Monitor service delivery standards and take corrective actions to enhance customer experience.

Complaint & Escalation Management

- Manage customer escalations and ensure timely resolution of complex service issues.
- Drive effective closure of complaints received through call centre and branches.
- Coordinate with internal stakeholders to resolve customer concerns within defined timelines.

Branch & Stakeholder Coordination

- Partner with Operations teams (ROMs, AOMs) and cross-functional departments to facilitate prompt resolution of customer issues.
- Provide guidance and support to branches on service processes, complaint handling, and customer communication.
- Ensure alignment between central customer service operations and branch-level execution.

Performance Management & Service Quality

- Monitor key service metrics including TAT, productivity, complaint closure rates, service quality, and customer satisfaction.
- Review operational dashboards and identify opportunities for performance improvement.




- Ensure compliance with internal service standards and regulatory requirements.

Analytics & Process Improvement

- Analyze customer feedback, complaint trends, service gaps, and root causes.
- Recommend and implement process improvements to enhance operational efficiency and customer satisfaction.
- Support automation and digital initiatives aimed at improving customer service effectiveness.

Governance & Compliance

- Ensure adherence to company policies, regulatory guidelines, and customer service procedures.
- Maintain high standards of service governance, documentation, and reporting.
- Required Qualifications

- Graduate/Postgraduate in any discipline.
- Additional certifications in Customer Service, Operations Management, or Quality Management will be an advantage.

Experience and key competencies

- 5-8 years of experience in customer service, call centre operations, or customer support functions.
- Minimum 2-3 years of experience in a managerial or team leader role.
- Preferred experience in Banking, NBFC, Housing Finance, or Financial Services industry.
- Strong communication, stakeholder management, and problem-solving skills.

Interested candidates can share their CV's at [email protected]

Thanks and Regards,

Shilpa

Team HR

📌 Call Centre Manager II Jaipur
🏢 Aavas Financiers
📍 Jaipur