Head - Customer Service

Role Overview:

The Head - Customer Service is a leadership role responsible for architecting, driving, and continuously improving the end-to-end customer experience across all touchpoints of the NBFC's gold loan and mortgage business. The incumbent will own the customer service strategy, build a high-performance service organization, and ensure regulatory compliance while delivering a differentiated borrower experience.

Key Responsibilities:

- Define and execute a multi-year customer service strategy aligned with the company's business plan and regulatory guidelines.

- Build scalable service frameworks suited to the unique needs of gold loan and mortgage customers.

- Drive a customer-first culture across branches, tele-calling units, and digital service channels.

- Oversee inbound and outbound contact centre operations across multiple languages and geographies.

- Govern end-to-end branch-level customer service quality in coordination with Regional Business Heads.

- Establish SLAs and TATs for query resolution, loan disbursement assistance, and closure requests.

- Own the end-to-end grievance redressal framework in compliance with RBI guidelines.

- Monitor and reduce escalations to the RBI Banking Ombudsman.

- Design and manage customer lifecycle touchpoints and loyalty programs.

- Recruit, train, and mentor a team of customer service managers and front-line agents.

- Champion adoption of CRM platforms and integrated telephony systems.

- Drive data-driven decision-making using service analytics and complaint trend analysis.

Qualifications:

- MBA / PGDM from a reputed institution (Finance, Operations, or General Management preferred).

- 12-15 years of overall experience in Customer Service / Customer Experience roles, with at least 5 years in a senior leadership capacity.

- Mandatory: Prior experience in BFSI sector (NBFC, Banking, or HFC).

- Strong working knowledge of gold loan products, secured lending, or mortgage products is essential.

Contact:

Interested candidates may share their updated resume with the subject line "Head - Customer Service"