Lead — Credit Operations/Senior Lead

Business Function

Contact Person : Anmol Sharma

Contact Address : 2nd Floor Sr No 197 Tower B Unit No 2 Opp Inorbit Mall Mantri It Park Nagar Road Lohegaon Pune 411014 Pune MAHARASHTRA 411014

Job Requisition Code : JR00070960

Education Qualification : Others

Job Responsibilities

Duties and Responsibilities

Duties and Responsibilities:
• Daily SLA Delivery as per defined matrix for escalation queues and taking responsibility in ensuring end to end closure
• Close watch on arresting cases flowing in ageing and follow up with departments for closure. Need to have a close view on all cases in managed queues at a case level
• End to end resolution on customer complaints with 100% close-looping
• Optimize Productivity and improve Quality and leading the team with an example
• Ensure that timely responses with resolution to Social Media and RBI and Senior Management complaints are provided by the team
• Managing team to handle customer queries with decided TAT and coordination with different stake holders to ensure TAT is met
• Audits to improve processes and reduce Complaints across queues in service vertical
• Escalation analysis and improvements<xqyqz> look at process re-engineering points to improve any gaps in processes
• Capture customer VOC in case of any escalation or complaint and highlight to relevant stakeholders for improvement
• CSAT / NPS Target achievement and delivery of actions to improve service
• Monitor and audit cases on a daily basis to ensure quality and eliminate any chances of financial loss/fraud
• Good with excel and managing internal MIS for monitoring and tracking team’s and process health
• Should be willing to learn systems and should be able to work with roll up sleeves approach

Additional Information

Required Qualifications and Experience:

Should have 10 + years of experience in managing Experience and Service
Prior experience in handling service processes and understanding customer needs
Should be passionate about Customer Experience and close eye to detail
Should be a graduate preferably
Should have collaborative work style to engage with peers & colleagues across the company.
Should have excellent communication skills along with strong presentation and data analytics skills.
Self-motivated and a self-starter
Should have excellent hands on experience working on MS office and Excel

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