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

Strong understanding of NBFC operations, retail lending products (LAP) and regulatory requirements.

Proven track record in leading customer service teams at a senior level.

Excellent problem-solving, conflict resolution, and escalation management skills.

Ability to work with cross-functional teams and senior leadership.

Strong communication, presentation, and stakeholder management skills.

Analytical mindset with the ability to use data for decision-making.

Qualifications & Experience

Graduate / Postgraduate in Business Administration, Finance, or related field.

10–15 years of experience in customer service, preferably in NBFCs, Banks, or Financial Services.

Minimum 5 years of leadership experience in managing large teams and multi-location operations.

Location : - Goregaon East (Mumbai)