Urgent Opening- AVP( Customer Care & Experience)

Job Description AVP/ VP Customer Care & Experience

Company: Bajaj Capital Limited  

Location: Delhi/NCR  

Reports to: Chief Operating Officer  

Function: Customer Experience & Service Operations

ROLE PURPOSE

Lead and transform Bajaj Capital's customer-care and service experience across all customer touchpoints, ensuring seamless, efficient, personalised and compliant service.

The role will be responsible for customer-care operations, service quality, grievance management, digital servicing, customer satisfaction and service-led retention. The incumbent will drive a technology-enabled, data-driven service organisation that delivers consistently high standards of customer experience while improving operational efficiency.

KEY RESPONSIBILITIES

1. Customer Care & Service Operations

- Lead end-to-end customer service across voice, email, WhatsApp, chat, digital platforms and assisted channels.

- Establish consistent service standards across mutual funds, insurance, fixed deposits, bonds and other financial products.

- Ensure timely resolution of customer requests, complaints and escalations, including regulatory grievances.

- Drive service productivity, quality, turnaround times and operational efficiency.

2. Digital Transformation & Automation

- Lead the transformation of customer service through CRM, workflow automation, AI-enabled support, chatbots and digital self-service.

- Work closely with Product and Technology teams to simplify onboarding, transaction and servicing journeys.

- Improve digital adoption and reduce avoidable customer contacts through proactive communication and better customer journeys.

- Develop a unified view of customer interactions across digital and assisted channels.

3. Customer Experience & Retention

- Own customer satisfaction measurement, including CSAT, NPS, Customer Effort Score and feedback mechanisms.

- Identify recurring customer pain points and work with relevant teams to eliminate their root causes.

- Identify service-related churn risks and collaborate with business teams on retention initiatives.

- Improve customer engagement through proactive servicing, issue prevention and effective communication.

4. Grievance Management & Compliance

- Establish robust grievance-redressal processes in line with applicable regulatory requirements.

- Ensure timely, fair and transparent resolution of complaints and escalations.

- Partner with Compliance, Risk, Legal and Operations on regulatory matters and service audits.

- Maintain strong controls around customer data, service communication and complaint documentation.

5. People Leadership & Service Governance

- Build and lead a high-performing customer-care organisation.

- Own workforce planning, hiring, training, productivity, performance management and capability development.

- Establish service-quality frameworks, audits, coaching and continuous-improvement practices.

- Manage outsourced service partners, where applicable, with clear SLAs and governance.

6. Customer Analytics & Performance Management

- Build service dashboards covering contact volumes, complaint trends, turnaround times, customer satisfaction and operational efficiency.

- Track digital-service adoption, first-contact resolution, repeat contacts and cost per resolved interaction.

- Present customer insights, service risks and improvement initiatives to senior leadership.

- Translate customer feedback into measurable improvements across products, processes and customer journeys.

QUALIFICATIONS & EXPERIENCE

- Graduate degree required; MBA or equivalent postgraduate qualification preferred.

- 7 to 10 years of experience in customer care, customer experience, service operations or digital-service transformation.

- At least 2 to 3 years in leadership roles managing multi-channel service operations

- Strong preference for experience in banking, wealth management, insurance, broking or other regulated financial services.

- Demonstrated experience in CRM implementation, service automation, digital self-service and customer-experience improvement.

- Proven track record of improving customer satisfaction, service efficiency and grievance-resolution outcomes.

KEY COMPETENCIES

- Customer-centric leadership and ownership

- Strong operational and people-management capabilities

- Digital-first and automation-oriented mindset

- Data-driven decision-making and process excellence

- Cross-functional stakeholder management

- Strong understanding of financial-services compliance

- Excellent communication, problem-solving and escalation management

SUCCESS MEASURES

- Improvement in CSAT, NPS and Customer Effort Score

- Higher first-contact resolution and reduced repeat contacts

- Reduction in complaint volumes and resolution turnaround times

- Increased digital self-service adoption and successful automated resolutions

- Reduction in service-related customer attrition

- Improvement in operational productivity and cost efficiency

- Strong regulatory compliance and grievance-resolution outcomes

- Measurable improvements in customer journeys and service experience

Interested Candidate can mail there resume to

[email removed]

Location- Gurugarm

CTC-  25 LPA- 30 LPA

Regards

Gaurav Singh