Customer Relations Manager

Company Description Mahindra & Mahindra Financial Services Limited (Mahindra Finance), part of the Mahindra Group, is one of India's leading non-banking finance companies with a strong focus on rural and semi-urban markets. The company serves over 10 million customers and manages assets of more than USD 11 billion, offering vehicle and tractor financing, fixed deposits, and SME loans. With over 1,369 offices, Mahindra Finance reaches customers across hundreds of thousands of villages and thousands of towns throughout India. It is the only Indian NBFC listed on the Dow Jones Sustainability Index in the Emerging Markets category, reflecting its commitment to responsible business practices. Through its subsidiaries and joint ventures, Mahindra Finance also provides insurance broking, rural housing finance, mutual fund management, and vehicle financing in the United States.

Role Description The Customer Relations Manager is a full-time, on-site role based in Nalbari. This role is responsible for managing customer relationships, addressing service inquiries, and resolving issues promptly to ensure high levels of customer satisfaction. Daily activities include interacting with customers through multiple channels, monitoring service quality, coordinating with internal teams to ensure timely delivery of financial services, and maintaining accurate customer records. The Customer Relations Manager will analyze customer feedback, identify areas for improvement, and support initiatives that enhance customer experience and retention. The role also involves supporting branch-level business growth by promoting Mahindra Finance products and services in alignment with company policies and compliance standards.

Qualifications

• Strong customer service and relationship management skills, with the ability to handle queries, complaints, and escalations professionally.
• Effective communication, interpersonal, and negotiation skills for engaging with customers and coordinating with internal stakeholders.
• Basic financial acumen and familiarity with lending, deposits, or insurance products, preferably within NBFC or banking environments.
• Proficiency in using CRM tools, MS Office, and maintaining accurate documentation and customer records.
• Ability to work on-site in Nalbari, manage multiple tasks, and meet service and operational targets within defined timelines.
• Bachelor's degree in business, finance, commerce, or a related field; relevant experience in customer-facing roles in financial services is an advantage.
• Knowledge of local language and regional market dynamics, with a customer-centric and ethical approach to service delivery.