Vacancy in Aye Finance for Customer Service Manager
We are looking for Customer Service Manager (Complaints & Grievances) at Gurgaon Location.
Looking for the following roles and responsibilities:
👉Handling the team of customer complaints along with the complaints and handling of escalated complaints and ensuring end-to-end closures.
👉Lead the response and resolution of customer complaints that are received from the Regulator or in Complaints ID via any of the internal channels with Quality of resolution being of paramount importance.
👉Co-ordinates with legal & Compliance departments to resolve complaints received from IRDA/Ombudsman or legal notices.
👉Understand each query type, liaise with internal stakeholders to get the concerns resolved and leverage the team to revert back to customers with defined TAT.
👉Own and manage overall resolution TAT and ensure 100% adherence to agreed turnaround time.
👉Lead and mentor team to ensure desired output in terms of Productivity, Quality and NIL escalation to Regulators if a case is received by the internal complaint unit.
👉Drive root cause analysis of all complaints and work with related functions and stakeholders across the organization to eliminate causative factors and prevent recurrence.
👉Own the reduction of overall complaints to the regulator.
👉Ensure achievement of all core business objectives & defined KPI / KRA parameters.
👉Implement requisite tools / automation to drive efficiencies and better management of complaints.
👉Own and drive new initiatives and competitive benchmarking on a monthly basis to ensure best-in-class performance.
👉Liaise with Product, Tech, Operations, Customer Support and other teams as necessary to drive end to end process improvements.
👉Manging Organization NPS score as per the industry level.
👉Own and ensure Reporting & Data visibility as per business expectations.
👉Working with the SR Management & preparing PPTs.
✅Minimum 02 years experience of having worked in Customer Support / Escalation Management / Dispute Management / Complaints units.
✅The candidate must be MBA/Master degree with excellent written and oral communication skills.
Interested People can share their cv on
Santosh.rathore@ayefin.com
Contact Number-HR Santosh Rathore-8800374170/7987209221
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