Head - Central Operations & Customer
- Reliance Commercial
- 12 to 20 Yrs
- Mumbai
- 3 years ago
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Job Description
Position : Head Central Operations & Customer Service
Location : Thane, Maharashtra
Reporting to : COO
Job Role
- Plans and directs all aspects of the organization's operational policies, objectives, and initiatives.
- Bears responsibility for the attainment of short- and long-term financial and operational goals.
- Directs the development of the organization to ensure future growth
- Adept with financial management software packages
- Comfortable in a business development role
- Can perform with a wide degree of creativity and latitude
- An ability to interface interdepartmentally and participate in client and investor meetings
- Works directly with COO on internal communication with employees, such as, team building and employee events
- Manage Teams responsible for Delivery of Disbursement, Banking and Customer Service Functions.
- Ensure that all financial and accounting activities are carried out with the highest degree of integrity, controls and ethical behavior and in accordance with regulatory requirements and
- Drive a customer centric culture and customer friendly processes in the company through effective implementation of various initiatives through technology and process which can help organization to improve on business performance through customer and distributor delight.
Managing:
- Inbound & Outbound Call Centre
- Emails Management
- Complaints Management
- End to End support to corporate clients
- Customer On boarding & Engagement programs
- Closure of loans (Backend Operations)
- Banking of EMIs & Banking Recon
- Storage Management
- Refunds
- C-SAT & NPS
Design & implementation of:
- Strategic initiatives for achieving short- and long-term financial and operational goals for customer service function.
- Customer engagement programs
- Process to capture the Voice of Customer through different channels & improve the customer as well as partner satisfaction
Over budgets, audits, forecast of earnings, cash and investment requirements for the company. Set up and coordinate appropriate review meetings
Key Performance Indicators
- Productivity
- Operational Risk
- Internal Customers Service delivery
- External Customers Query Resolution
- Process Compliance & Process improvements
- Audit Compliance
- Employee Satisfaction
- Vendor Management
- BIU
Work Experience : 12- 18 year
Qualification : Graduation or MBA
Please note this is just a draft JD for referral, full fledge job will be discussed while final interview.
Employement Category:
Employement Type: Full timeIndustry: NBFC ( Non Banking Financial Services )
Role Category: Customer Service (Domestic)
Functional Area: Not Applicable
Role/Responsibilies: Head - Central Operations & Customer
Contact Details:
Company: Reliance CommercialLocation(s): Mumbai
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