Customer Support Manager - Gold Loan

Job Summary

We are looking for an experienced and result-oriented Customer Support Manager to lead customer service and contact centre operations for our Gold Loan business. The role will manage customer support teams, ensure service quality, handle escalations, support sales and collections, monitor KPIs, and drive continuous process improvements.

Key Responsibilities

• Contact Centre & Customer Support: Manage inbound/outbound operations; plan staffing, shifts and workforce utilization; monitor AHT, FCR, CSAT, NPS, service levels, call volumes and TAT; resolve customer queries and escalations; support lead follow-ups, sales, collections, renewals and retention.
• Team Management: Recruit, train, coach and manage Customer Support Executives and Team Leaders; set KPIs; conduct performance reviews and build a customer-focused team.
• Quality & Process: Conduct call-quality audits; ensure SOP and company-policy adherence; support RBI/NBFC compliance; identify process gaps and improve TAT and repeat-contact rates.
• MIS & Analytics: Prepare daily, weekly and monthly MIS; analyze productivity, call volumes, service levels and customer metrics; provide actionable insights to management.
• Technology & Vendor Management: Coordinate CRM, telephony, IVR, ticketing and customer-service platforms with IT; manage outsourced contact-centre/vendor coordination where applicable.
• Stakeholder Management: Work closely with Sales, Operations, Collections, Product, Marketing, IT, Compliance and Branch teams; support new projects, product launches and campaigns.

Required Skills

• Strong customer service and escalation management skills.
• Excellent leadership, people-management and decision-making abilities.
• Strong verbal and written communication skills.
• Process improvement and SOP implementation experience.
• Strong analytical and MIS reporting capabilities.
• Good MS Excel skills; Power BI/Tableau is an advantage.
• Experience with CRM, ticketing, telephony, IVR and omnichannel platforms.
• Understanding of RBI/NBFC customer-service and data-privacy requirements.
• Strong stakeholder and project-management skills.

Preferred Industry Experience

Gold Loan / NBFC industry experience is mandatory/preferred. Candidates with relevant experience in Gold Loan, NBFC, Banking, Financial Services, Contact Centre/BPO, Customer Support, Telesales, Collections or Customer Relationship Management will be considered.

Candidate Profile

• 5+ years of relevant experience, preferably in the Gold Loan / NBFC industry.
• Graduate in any discipline with proven contact-centre/customer-support team management experience.

• Female candidates only.

• Strong experience in team handling, escalations, customer service and operational KPIs.
• Comfortable working from the New Town, Yelahanka, Bangalore office.

Languages

Must be proficient in Telugu, Tamil, Kannada and Hindi.

Comfortable working in a fast-paced, target-driven environment.

Key Competencies

Leadership | Customer Experience | Contact Centre Management | Team Handling | Escalation Management | MIS & Analytics | Process Improvement | Sales Support | Collections Support | Stakeholder Management | Compliance