Role Summary:
We are looking for a dynamic and customer-focused individual to lead and elevate customer experience across all touchpoints while supporting the growth of our digital investment platforms. The role is ideal for a leader who blends customer centricity, digital enablement, and operational excellence within a regulated financial services environment.
Job Responsibilities:
- •Customer Service Management & Complaint Resolution: Lead the team to ensure timely, accurate, and effective handling of customer inquiries, complaints, and escalations, with robust follow-up and closure mechanisms. Track and analyze complaint trends, turnaround times (TATs), and root causes; implement corrective and preventive actions to enhance customer experience. Oversee end-to-end customer service operations across all channels, ensuring adherence to approved service policies, SOPs and regulatory requirements.
- •Digital Product Adoption & Outbound Sales: Drive the adoption and growth of digital investment products, including online account opening and digital onboarding, by converting customer interactions across digital channels. Lead and execute compliant outbound sales and engagement campaigns to activate and re-engage customers, promote relevant products, and generate cross-selling and up-selling opportunities.
- •Performance Monitoring: Set and monitor team KPIs, dashboards, and MIS for customer experience and digital sales; use insights to drive coaching, accountability, and continuous performance improvement.
- •Quality Assurance: Lead QA initiatives to identify service gaps and drive service improvements.
- •Process Improvement: Drive continuous improvement through process optimization and re-engineering.
- Education:
- •Bachelor’s or Master’s degree in Business Administration or a related field.
- Experience:
- 5–7 years of progressive experience in customer service, customer experience, or digital sales, preferably within financial services, banking, or an Asset Management Company.
