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1 Finance - Manager - Customer Experience
1 FinanceMumbai, India30+ days ago
Job descriptionCoordinate and collaborate with various internal teams (Operations, Sales, Compliance, etc.) to efficiently resolve customer issues. Track and manage client journeys using relevant tools, ensuring all updates and interactions are thoroughly documented. Identify friction points and areas for improvement within the customer journey. Share valuable insights from customer interactions to help refine and optimize internal processes and services. Build strong trust and long-term relationships with clients to increase customer satisfaction and loyalty. Act as a client advocate to ensure their needs and concerns are addressed promptly and effectively. Must-have experience in the NBFC (Non-Banking Financial Company) or P2P (Peer-to-Peer) lending industry. Prior experience in fintech, banking, or other service-based industries is highly desirable. Strong interpersonal and communication skills (both written and verbal). A demonstrated problem-solving mindset and a proactive approach to addressing customer issues. Excellent time management and multitasking abilities to thrive in a fast-paced environment. Exposure to customer journey mapping or process optimization is a plus.
Key Responsibilities
Client Management :
- Own and manage the complete customer experience from onboarding onwards.
- Serve as the primary point of contact for all customer queries, feedback, and escalations.
- Ensure timely updates, clear communication, and proactive follow-ups with clients.
Internal Coordination :
Process Improvement :
Relationship Building :
Required Skills & Qualifications
Industry Experience :
Core Competencies :
Analytical Skills :
(ref : iimjobs.com)
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Manager Finance • Mumbai, India
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