Senior Vice President - Customer Service (12-18 yrs)

BOBCARD - SVP Customer Service

Key highlights of the role are listed below (purely indicative and not limiting):

- Oversee the call-centre operations, the Implementation of calling strategies, and the optimization of dialler setups to enhance customer. outreach and satisfaction.

- Collaborate closely with the tech-product team to enhance. digital workflows and implement automation across processes.

- Drive digital transformation initiatives to improve operational efficiency and customer experience.

- Lead a diverse team encompassing call-centre operations, sales, and loan processing units.

- Focus on training, cross-skilling, and professional development to ensure a high-performing team.

- Implement CRM Software.

- Optimize the use of resources across various operational areas, ensuring strategic allocation and high productivity.

- Oversee Emailing Unit.

- Design and implement robust process controls.

- Develop and maintain operational metrics to monitor performance, quality, and efficiency across all processes.

- Lead end-to-end VKYC process (Video Know Your Customer) for acquisition.

- Ensure all operations meet customer expectations, company norms, and regulatory standards, focusing on quality service delivery within agreed Turnaround Times (TAT).

Applicants should possess the following attributes:

A full time MBA with minimum of 12 years' experience.

- Strong Analytical and problem-solving skills with decision making ability.

- strong understanding of dependencies and linkages with marketing, compliance, operations, technology and sales.

- Awareness of industry best practices, prevalent and emerging trends in the market and ability to inculcate industry best practices into the organization.

- Ability to handle large-scale complex projects with multiple stakeholders.

- Ability to operate successfully in a rapidly evolving environment and ability to deal with ambiguity.

- Entrepreneurial mindset.

- Excellent communication and relationship management skills.

- Strong networking skills within the organization and across industry forum and related agencies and authorities.