One NBFC is hiring Vice President – Customer Services (Lending Background)

Introduction

Are you an experienced professional in the lending industry with a passion for delivering exceptional customer service? Here’s an exciting opportunity to join a leading Non-Banking Financial Organization as the Vice President – Customer Services. In this role, you will be responsible for overseeing the Outbound Contact Center, both in-house and vendor-based, as well as managing the Retention process. The position is based in the bustling city of Mumbai.

Post: Vice President – Customer Services (Lending Background)

Location: Mumbai

Role and Responsibilities:

• Lead and manage the Customer Services department, providing strategic direction and guidance to achieve business objectives and enhance customer satisfaction.
• Oversee the Outbound Contact Center operations, ensuring effective communication with customers to meet their needs and achieve sales targets.
• Collaborate with vendors to optimize performance, drive productivity, and maintain high-quality service delivery.
• Develop and implement customer retention strategies to reduce churn and increase customer loyalty.
• Analyze customer feedback, market trends, and industry best practices to continuously improve service offerings.
• Work closely with cross-functional teams to enhance processes, streamline operations, and drive efficiency.
• Set performance goals for the team, monitor KPIs, and conduct regular performance evaluations.
• Ensure compliance with regulatory guidelines and company policies in all customer interactions.
• Foster a customer-centric culture within the organization and champion the importance of exceptional customer experiences.

Requirements:

• Proven experience in a leadership role within the lending industry, with a strong focus on customer services and retention.
• In-depth knowledge of lending products, processes, and customer behavior in the financial sector.
• Demonstrated track record of successfully managing outbound contact centers and customer retention processes.
• Excellent leadership and communication skills, with the ability to inspire and motivate teams.
• Strong analytical and problem-solving abilities to make data-driven decisions.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing market conditions.
• A customer-first mindset with a passion for delivering top-notch service.

How to Apply:

If you possess the requisite experience and skills to excel in the role of Vice President – Customer Services and are eager to contribute to the success of a prominent Non-Banking Financial Organization, we invite you to apply. Please email your updated resume to megha@sapphiremanpower.com to be considered for this position.