Senior Manager - Customer Experience

Saison International; Thane; On-site; INR 2,600,000 - 3,800,000; Full time

Job summary

Credit Saison India is seeking a Senior Manager – Call Centre Operations to lead day-to-day inbound and outbound contact centre activities in Thane (Mumbai). You will drive service quality, collections targets, telesales efficiency, and customer satisfaction while ensuring RBI compliance and data privacy.

The role requires 8–12 years in contact centre operations with 3–5 years in management within fintech, plus hands-on CRM experience (Salesforce, IVR, WFM). MBA preferred.

Qualifications

• 8–12 years of core contact centre operations experience.
• 3–5 years in a managerial role within fintech (Fintech).
• Deep understanding of RBI regulatory compliance frameworks.

Responsibilities

• Oversee inbound and outbound contact centre operations and teams.
• Manage capacity planning, shift scheduling, and queue control to meet SLAs.
• Drive adoption of CRM, IVR, predictive dialers, and AI tools; automate routine journeys.
• Lead Team Leaders, QA, Trainers, and Agents; conduct performance reviews and training.
• Ensure RBI Fair Practice Code, data privacy, and compliance across interactions.
• Manage vendor relationships with BPOs to ensure SLA compliance and cost efficiency.

Skills

Analytical ability

Crisis management

Stakeholder management

Education

Bachelor’s degree in Business Administration

MBA preferred

Tools

Salesforce

IVR

Lead generation

WFM

Job description

## Senior Manager - Customer ExperienceApplylocations: Thanetime type: Full timeposted on: Posted Todaytime left to apply: End Date: 28 August 2026 (24 days left to apply)job requisition id: REQ-001838**About Credit Saison :** Established in 2019, Credit Saison India (CS India) is one of the country’s fastest growing Non-Bank Financial Company (NBFC) lenders, with verticals in wholesale, direct lending and tech-enabled partnerships with Non-Bank Financial Companies (NBFCs) and fintech's. Its tech-enabled model coupled with underwriting capability facilitates lending at scale, meeting India’s huge gap for credit, especially with underserved and under penetrated segments of the population.Credit Saison India is committed to growing as a lender and evolving its offerings in India for the long-term for MSMEs, households, individuals and more. Credit Saison India is registered with the Reserve Bank of India (RBI)and has an AAA rating from CRISIL (a subsidiary of S&P Global) and CARE Ratings. Currently, Credit Saison India has a branch network of 80+physical offices,2.06 million active loans, an AUM of over US$2B and an employee base of about approx ~2000 employees.Credit Saison India is part of Saison International, a global financial company with a mission to bring people, partners and technology together, creating resilient and innovative financial solutions for positive impact. Across its business arms of lending and corporate venture capital, Saison International is committed to being a transformative partner in creating opportunities and enabling the dreams of people.Saison International is the international headquarters (IHQ)of Credit Saison Company Limited, founded in 1951 and one of Japan’s largest lending conglomerates with over 70 years of history and listed on the Tokyo Stock Exchange. The Company has evolved from a credit-card issuer to a diversified financial services provider across payments, leasing, finance, real estate and entertainment. Based in Singapore, Saison International’s global operations span over Singapore, India, Indonesia, Thailand, Vietnam, Mexico, Brazil, with active investments in debt, equity, corporate venture capital, and technology. **Job Description: Senior Manager – Call Centre Operations****Position Title:** Senior Manager – Call Centre / Customer Contact Centre**Department:** Customer Experience & Operations**Reports To:** Head - Customer Experience**Location:** Thane – Mumbai**Industry:** Non-Banking Financial Company (NBFC)**Job Purpose**The Senior Manager – Call Centre will be responsible for leading, strategizing, and managing the day-to-day inbound and outbound contact centre operations. This position plays a pivotal role in maintaining service quality, driving collections/recovery targets, maximizing telesales efficiency, and enhancing customer satisfaction (CSAT) while maintaining strict adherence to Reserve Bank of India (RBI) guidelines and internal compliance standards.**Key Responsibilities****1. Operations & Service Delivery*** Oversee both Inbound (Customer Support, Queries, Complaints) and Outbound (Telesales, Cross-selling, Soft Collections/Reminders) teams.* Ensure optimal capacity planning, shift scheduling, workforce management (WFM), and queue control to maintain target Service Level Agreements (SLAs).* Monitor operational metrics including First Contact Resolution (FCR), Average Handling Time (AHT), Abandonment Rate, and Turnaround Time (TAT) for customer queries.**2. Process Optimization & Technology Adoption*** Drive the adoption and integration of contact centre technologies (e.g., IVR, CRM, Predictive Dialers, Speech Analytics, AI Bots/Chatbots).* Continuously audit contact centre workflows to eliminate bottlenecks and automate routine customer journeys.* Establish robust escalation pathways for high-severity customer complaints.**3. Team Leadership & Talent Management*** Lead, mentor, and manage Team Leaders, Quality Analysts, Trainer(s), and Agents (Direct & Partner/Vendor teams).* Conduct regular performance reviews, identify training gaps, and build career development plans for the team.* Drive engagement strategies to minimize agent attrition and maintain high morale.**4. Compliance & Regulatory Adherence*** Ensure all customer interactions and collection practices strictly comply with RBI Fair Practice Code, Fair Debt Collection Practices, and data privacy policies.* Oversee quality audits to guarantee call compliance and prevent mis-selling.**5. Vendor & Cost Management*** Manage third-party call centre vendors (BPOs), if applicable, ensuring SLA compliance, quality control, and cost efficiency.* Optimize cost-per-contact while improving service quality and conversion metrics.**Key Competencies & Qualifications*** **Education:** Bachelor’s degree in Business Administration, Finance, or a related field (MBA preferred).* **Experience:** 8–12 years of core contact centre operations experience, with at least 3–5 years in a managerial role within an **Fintech**.* **Technical Skills:** Strong hands-on experience with CRM systems (e.g., Salesforce, IVR, Lead generation, WFM)* **Knowledge:** Deep understanding of retail financial products (Personal Loans, Business Loans, LAP, Two-Wheeler Loans) and RBI regulatory compliance frameworks.* **Soft Skills:** Excellent analytical ability, crisis management, communication, and stake-holder management skills.### Grow With UsAt Credit Saison India, we are driven by Innovation, Inclusion, and Integrity to create a meaningful Impact. As one of India's fastest-growing NBFC lenders, our mission is to bridge the credit gap and transform lives by empowering underserved communities. Our journey is fueled by a team of 1,400+ employees across 80+ branches, with an AUM of over $2 billion. Join us and help build a brighter financial future for millions across the country.