1 Finance - Manager - Customer Experience

What You'll Do (Responsibilities)

• End-to-End Customer Journey Ownership: Own and meticulously manage the entire customer experience post-onboarding, ensuring a positive and seamless journey.
• Primary Contact & Escalation Management: Serve as the primary point of contact for all customer queries, feedback, and escalations, handling them with professionalism and efficiency.
• Proactive Communication: Ensure timely updates, clear communication, and proactive follow-ups with clients to keep them informed and engaged.
• Cross-Functional Coordination: Coordinate effectively with internal teams (including Operations, Sales, Compliance, Product, etc.) to swiftly resolve customer issues and inquiries.
• Client Journey Tracking & Documentation: Utilize appropriate tools to track and manage individual client journeys, ensuring all interactions, updates, and resolutions are thoroughly documented.
• Identify & Drive Improvements: Proactively identify friction points or areas of improvement within the customer journey and provide actionable suggestions to refine processes and services.
• Relationship Building: Build strong, trusting relationships with clients to significantly increase customer satisfaction and foster long-term loyalty.
• Insight Sharing: Share valuable insights derived from customer interactions with relevant internal stakeholders to inform process refinements, service enhancements, and product development.
  

What We're Looking For (Requisites & Skills)

• Mandatory Experience: Prior experience in the NBFC (Non-Banking Financial Company) or P2P (Peer-to-Peer lending) industry is a must.
• Domain Exposure: Prior experience in fintech, banking, or other service-based industries is essential.
• Communication & Interpersonal Skills: Strong interpersonal and exceptional communication skills, both written and verbal, for effective client and internal team interaction.
• Problem-Solving & Proactivity: A strong problem-solving mindset and a proactive approach to anticipating and resolving customer issues.
• Multitasking & Time Management: Demonstrated ability to multitask effectively and manage time efficiently in a fast-paced, dynamic environment.
• Process Improvement Mindset: Exposure to customer journey mapping or process optimization methodologies is highly valued.