IN Deputy Head Customer Care

Fintech Farm Ltd; India; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Fintech Farm Ltd in India is seeking an experienced Head of Operations & Support to transform and scale our customer experience as the business grows.

You will build and optimize processes, manage 1st and 2nd line support, fraud and KYC analysts, and mentor a large team to hit KPI targets and SLAs.

Collaborate with product and engineering to root out pain points and ensure end-to-end delivery excellence across all channels.

Qualifications

• 8-10 years of experience managing large-scale operations (100+ people) in hi-growth banking environments or fintech
• Data-driven with ability to deep dive into metrics and optimize processes
• Experience implementing software for Customer Operations BPM (in-house or via vendors)
• Ability to multi-task, prioritize, and work under pressure
• Excellent communication and people development skills

Responsibilities

• Lead and transform operations and support to scale with the business growth
• Be the point of contact for all Operations and Support topics to ensure continuity and delivery excellence
• Develop, coordinate and manage 1st and 2nd line customer and technical support, fraud, credit, KYC analysts, and soft collections
• Monitor performance and coach teams to meet KPIs, SLAs, quality and productivity
• Prepare and present data for weekly and monthly performance reviews
• Train and mentor direct reports for career development
• Recruit, train, and mentor high-performing profiles as the team expands
• Collaborate cross-functionally with internal and external stakeholders to improve end-to-end customer experience
• Drive root-cause analysis of customer pain points with product and engineering teams
• Lead and inspire teams to maintain a motivated and high-performing culture

Skills

Operations leadership

Data analysis

Process improvement

Cross-functional collaboration

People development

KPIs & SLAs

Stakeholder management

Recruitment & mentoring

Education

Bachelor's degree

Job description

What you will be doing : Reporting to the Head of O&S , transform our early-stage operations and support into a scalable, first-rate customer experience. You will create and improve processes, enhance support resources, and develop our customer support strategy to support customer needs as the business grows. Be POC for all Operations and Support topics, in order to ensure constant business continuity and delivery excellence . Develop, coordinate and manage teams in operations, including 1st and 2nd lines of customer support, technical support, fraud, credit and KYC analysts, soft collection etc. Monitor the performance efficiency of all direct divisions. Act as mentor and coach to ensure team members are able to meet their KPIs, including SLAs, Quality, Productivity etc. Preparing, analyzing, and presenting data to the Head of O&S as part of weekly and monthly performance reviews on support operations, including metrics, trends, and areas of improvement. Training, development and mentoring of direct reports to provide opportunities for skills expansion and career development. Undertake regular performance reviews and 1:1 meeting with direct reports against KPI’s. Recruit, train and mentor high performing profiles for various roles, growing the team as the business grows. Collaborate cross functionally and work closely with both internal and external stakeholders to ensure an optimal end to end customer experience. Proactively drive root-cause analysis of existing customer pain points in partnership with product and engineering teams. Lead and inspire Operations and Support teams to maintain a constantly motivated and engaged team atmosphere.

Candidate Requirements:

• 8-10 years of experience with minimum 4 years of experience managing big scale operations (100+ people) in a hi-growth banking environment, including different channels of customer communication.
• Highly data driven, ability to deep dive and analyze, play with pivot tables, and continuously improve the operations process based on key metrics and raw data.
• Experience in implementing software for Customer Operations business process management (inhouse development or leading third party vendors)
• Ability to multi-task, prioritize, manage time effectively and think outside the box.
• Ability to work under pressure in a fast-paced environment, with a strong focus on customer satisfaction.
• Hi-energy and goal-driven personality, focused on achieving big things in half the time that it takes most people.
• Excellent communication, engagement and people development skills.
• Bachelor’s degree from a reputable University is a must.

We consider as a plus:

• previous startup experience.
• knowledge of the credit card or consumer finance industry, especially fintech.
• knowledge of the basics of fraud and credit analysis.
• knowledge of the basics of recovery.