State Head - Customer Service (Banking/BFSI) @ Tech Mahindra

Job Description

Our Client is a prominent player in the NBFC/Housing Finance sector (Non banking financial services company) sectors (India's Best Workplaces Certified), dedicated to delivering innovative financial solutions their rapidly growing customer base in India. Employing 3500+ employees, spread across 140 branches across 16 states in the country, this company is on a rapid spree to becoming a market leader in Housing Finance. They are actively seeking a dynamic and experienced Banking/NBFC Customer Service Operations professional to join their team as the State Head - Customer Service based at Chennai location. Please note: Do read through the complete JD & send us your details requested in the questionnaire for a conversation about this awesome opportunity if you fit the requirements. Company: Leading NBFC (Housing Finance) company (Great Place To Work Certified) Official Designation: State Head - Customer Service (Sr Manager Grade) Experience: 7-8 years of core in branch operations . client management with a must have experience in Loans Against Property/Housing loans Office location: Chennai. (onsite 6 day workweek, not hybrid, Mon to Sat, with 2nd Sat off) Candidate's current ctc band preferred: 10-13 lacs per annum at max. (fixed ctc) Position Overview: We are currently seeking a dynamic and experienced professional for the role of State Head - Customer Service, based in Chennai. The selected candidate will be responsible for overseeing customer service operations in Chennai, Madurai, Trichy, and Coimbatore cities. Key Responsibilities: 1> Branch Customer Service Team Management: Lead and manage the customer service teams across designated branches. Ensure effective communication, coordination, and performance of the teams. Implement training programs to enhance the skills and capabilities of the customer service staff. 2> Walk-in Customer Query, Request, and Complaint Management: Supervise the handling of walk-in customer queries, requests, and complaints. Implement efficient processes to address customer issues promptly. Monitor and analyze customer feedback to drive continuous improvement. 3> Customer End-to-End Resolution within Defined Service TAT: Set and enforce service level agreements to ensure timely resolution of customer issues. Implement robust processes to streamline customer issue resolution from initiation to closure. Track and report key performance indicators related to service TAT. 4> Customer Retention and Up-selling: Develop strategies to enhance customer retention and loyalty. Collaborate with sales teams to identify opportunities for up-selling and cross-selling. Implement initiatives to enhance overall customer satisfaction. 5> Travel Mandate: Travel to designated branches, cities, and as required for supervision, training, and strategic meetings. Ensure consistent application of customer service standards across all locations. 6> Knowledge of House Loans/Loans Against Property: Possess in-depth knowledge of house loans and loans against property. Stay updated on industry trends, regulations, and best practices in housing finance. Minimum Experience and Qualifications: 7-8 years of experience in branch management within the banking/BFSI sector. Proven track record of successful team management and achieving customer service targets. Candidates with a banking/BFSI background will only be considered. Bachelor's degree in any field, Masters degree would be an added perk. Key Competencies: Excellent Customer facing acumen & skills. Excellent communication and interpersonal skills Problem-solving and decision-making abilities Results-oriented with a focus on customer satisfaction Strong analytical and strategic thinking capabilities Benefits: Competitive compensation & growth. Ongoing training and professional development opportunities. A dynamic and collaborative work environment. Opportunity for career advancement within the organization. We thank you for sending us your profile & details for this role. If your profile gets shortlisted for roles with us, we look forward to a conversation with you to learn about more of what makes you awesome! HR Interface Executive Search Services is one of the most trusted Recruitment Consulting firms today & is growing exponentially as we help our clients hire game changing talent. Come be a part of this amazing journey, to stay updated on jobs & career tips & more. Follow us on LinkedIn to stay updated: https://www.linkedin.com/company/hr-interface-corporate-services

Employement Category:

Employement Type: Full time
Industry: Others
Role Category: Customer Service (Domestic)
Functional Area: Not Applicable
Role/Responsibilies: State Head - Customer Service (Banking/BFSI)

+ View Contact

Keyskills:   Branch Operations Client Management Customer Retention Upselling Communication Skills Interpersonal Skills Analytical Skills Strategic Thinking Loans Against Property Housing Loans Customer Service Team Management Customer Query Management Customer Complaint Management House Loans BankingBFSI Sector Knowledge Customer Facing Acumen Problemsolving Decisionmaking