Senior Manager - Customer Experience

About Credit Saison

Established in 2019, Credit Saison India (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 fintech's. 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. Credit Saison 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, Credit Saison India has a branch network of 80+physical offices,2.06 million active loans, an AUM of over US$2B and an employee base of about approx 2000 employees.

Credit Saison 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.

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 entertainment. Based in Singapore, Saison International's global operations span over Singapore, India, Indonesia, Thailand, Vietnam, Mexico, Brazil, with active investments in debt, equity, corporate venture capital, and technology.

Job Description: Senior Manager – Call Centre Operations

Position Title: Senior Manager – Call Centre / Customer Contact Centre

Department: Customer Experience & Operations

Reports To: Head - Customer Experience

Location: Thane – Mumbai

Industry: Non-Banking Financial Company (NBFC)

Job Purpose

The Senior Manager – Call Centre will be responsible for leading, strategizing, and managing the day-to-day inbound and outbound contact centre operations. This position plays a pivotal role in maintaining service quality, driving collections/recovery targets, maximizing telesales efficiency, and enhancing customer satisfaction (CSAT) while maintaining strict adherence to Reserve Bank of India (RBI) guidelines and internal compliance standards.

Key Responsibilities

• Operations & Service Delivery
• Oversee both Inbound (Customer Support, Queries, Complaints) and Outbound (Telesales, Cross-selling, Soft Collections/Reminders) teams.
• Ensure optimal capacity planning, shift scheduling, workforce management (WFM), and queue control to maintain target Service Level Agreements (SLAs).
• Monitor operational metrics including First Contact Resolution (FCR), Average Handling Time (AHT), Abandonment Rate, and Turnaround Time (TAT) for customer queries.
• Process Optimization & Technology Adoption
• Drive the adoption and integration of contact centre technologies (e.g., IVR, CRM, Predictive Dialers, Speech Analytics, AI Bots/Chatbots).
• Continuously audit contact centre workflows to eliminate bottlenecks and automate routine customer journeys.
• Establish robust escalation pathways for high-severity customer complaints.
• Team Leadership & Talent Management
• Lead, mentor, and manage Team Leaders, Quality Analysts, Trainer(s), and Agents (Direct & Partner/Vendor teams).
• Conduct regular performance reviews, identify training gaps, and build career development plans for the team.
• Drive engagement strategies to minimize agent attrition and maintain high morale.
• Compliance & Regulatory Adherence
• Ensure all customer interactions and collection practices strictly comply with RBI Fair Practice Code, Fair Debt Collection Practices, and data privacy policies.
• Oversee quality audits to guarantee call compliance and prevent mis-selling.
• Vendor & Cost Management
• Manage third-party call centre vendors (BPOs), if applicable, ensuring SLA compliance, quality control, and cost efficiency.
• Optimize cost-per-contact while improving service quality and conversion metrics.
  
  

Key Competencies & Qualifications

• Education: Bachelor's degree in Business Administration, Finance, or a related field (MBA preferred).
• Experience: 8–12 years of core contact centre operations experience, with at least 3–5 years in a managerial role within an Fintech.
• Technical Skills: Strong hands-on experience with CRM systems (e.g., Salesforce, IVR, Lead generation, WFM)
• Knowledge: Deep understanding of retail financial products (Personal Loans, Business Loans, LAP, Two-Wheeler Loans) and RBI regulatory compliance frameworks.
• Soft Skills: Excellent analytical ability, crisis management, communication, and stake-holder management skills.