Deputy Manager - Customer Experience

About Credit Saison India

Established in 2019, CS India is one of the country's fastest growing Non-Bank Financial Company (NBFC) lenders, with verticals in wholesale, direct lending and tech-enabled partnerships with Non-Bank Financial Companies (NBFCs) and fintechs. Its tech-enabled model coupled with underwriting capability facilitates lending at scale, meeting India's huge gap for credit, especially with underserved and under penetrated segments of the population.

Credit Saison India is committed to growing as a lender and evolving its offerings in India for the long-term for MSMEs, households, individuals and more. CS India is registered with the Reserve Bank of India (RBI) and has an AAA rating from CRISIL (a subsidiary of S&P Global) and CARE Ratings.

Currently, CS India has a branch network of 45 physical offices, 1.2 million active loans, an AUM of over US$1.5B and an employee base of about 1,000 people.

Credit Saison India (CS India) is part of Saison International, a global financial company with a mission to bring people, partners and technology together, creating resilient and innovative financial solutions for positive impact.

Across its business arms of lending and corporate venture capital, Saison International is committed to being a transformative partner in creating opportunities and enabling the dreams of people.

Based in Singapore, over 1,000 employees work across Saison's global operations spanning Singapore, India, Indonesia, Thailand, Vietnam, Mexico, Brazil.

Saison International is the international headquarters (IHQ) of Credit Saison Company Limited, founded in 1951 and one of Japan's largest lending conglomerates with over 70 years of history and listed on the Tokyo Stock Exchange. The Company has evolved from a credit-card issuer to a diversified financial services provider across payments, leasing, finance, real estate and entertainments.

Role Overview

To ensure timely resolution of customer grievances and regulatory complaints, streamline grievance-handling processes, and strengthen compliance with RBI guidelines while managing and supporting the contact center team.

• Handle and resolve complaints received from RBI within defined turnaround time (TAT).
• Resolve customer grievances received through the GRO handle.
• Coordinate with internal stakeholders to ensure faster closure of cases.
• Create Standard Operating Procedures (SOPs) and lead process discussions to streamline grievance handling.
• Manage the L1 Support team and provide real-time assistance when required.
• Make outbound calls to customers for escalated cases and ensure resolution.
• Prepare PowerPoint presentations for monthly and quarterly review meetings.
• Liaise with RBI dealing stakeholders to address and resolve escalations.
• Ensure compliance with RBI circulars and guidelines on customer grievance handling
• Conduct root cause analysis and work with stakeholders to eliminate complaints
• Regular calibration and review with internal & external stakeholders