Senior Manager - Complaints & Automation

Home Credit India; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Home Credit India invites applications for an Ops Excellence role focused on reducing customer complaints and boosting automation of customer service platforms in Gurugram.

You will lead a team of experts, manage process budgets, drive continuous improvements, ensure timely closure of complaints with regulatory responses, and push digital channels (IVR, Chat, Voice BOT) to enhance customer interaction.

Qualifications

• Proficiency in MS Office (Excel, Word and PowerPoint) required.
• Excellent communication and influencing skills, in person and in writing.
• Excellent organizational and leadership skills with a problem-solving ability.
• Experience in customer service is required.

Responsibilities

• Manage a team of experts in handling the complaints process efficiently.
• Manage process budget and track expenses.
• Review processes to identify and fix gaps to reduce complaints.
• Ensure closure of customer complaints within agreed TAT and respond to regulatory authorities promptly.
• Highlighting process performance to Senior Management.
• Meet or exceed departmental standards for quality, variability and efficiency.
• Develop subordinates and delegate to share responsibility for output.
• Drive process improvement within Business units with new ideas and concepts.
• Improve digital service platforms for customer interaction (IVR, Chat & Voice BOT).
• Increase customer interaction on digital channels.
• Perform the role of Nodal Officer for RBI for Mumbai zone.

Skills

MS Office proficiency

Excellent communication

Leadership

Customer service experience

Tools

MS Office

Job description

Responsible for working towards reduction/elimination of customer complaints and managing Ops automation for customer service platforms

Key Responsibilties

• Manage a team of experts in handling the complaints process efficiently
• Manage process budget and track expenses
• Work towards reducing customer complaints by reviewing processes, identify & fixing gaps
• Ensure closure of customer complaints within agreed TAT, to achieve customer satisfaction level along with ensuring that the responses to regulatory authorities are closed in a timely manner
• Highlighting process performance to Senior Management
• Ensures departmental standards for Quality, Variability and Efficiency are met or exceeded
• Give subordinates opportunity to develop their own expertise and delegates effectively to ensure shared responsibility for work output
• Drives process improvement within the Business units by implementing new ideas/ concepts
• Work towards improvement of digital service platforms for customer interaction, such as IVR, Chat & Voice BOT
• Work towards increasing customer interaction on digital channels
• Performing the role of Nodal Officer for RBI for Mumbai zone

Need to Have Areas

• Proficiency in MS Office (Excel, Word and PowerPoint) required
• Should have initiated various activities /projects which has made significant impact in the process organization
• Excellent Communication and influencing skills, in person and in writing
• Excellent organizational and leadership skills with a problem-solving ability
• Experience in customer service is required