Customer Service Team Leader

Key Responsibilities

• Lead the customer service team across branches and digital platforms to ensure consistent service delivery.
• Develop and implement customer service policies, processes, and SLAs to ensure prompt query resolution and complaint management.
• Monitor customer satisfaction levels and implement initiatives to improve Net Promoter Score (NPS) and retention.
• Manage escalation handling, ensuring resolution within defined timelines as per RBI / NBFC guidelines.
• Collaborate with Sales, Operations, Collections, and Risk teams to streamline customer communication.
• Implement training and coaching programs for service staff to enhance customer interaction quality.
• Ensure regulatory compliance in grievance redressal and reporting to regulatory bodies.
• Drive automation, digital adoption, and self-service solutions for customer convenience.
• Analyze service metrics, prepare MIS, and present dashboards to senior management with recommendations.
• Act as a customer advocate within the organization, ensuring feedback is integrated into product and process improvements.

Key Skills & Competencies

Qualifications & Experience

Location : - Goregaon East (Mumbai)