Team Lead

Aye Finance; Gurugram District; On-site; INR 700,000 - 1,000,000; Full time

Job summary

Aye Finance Limited in Gurgaon is seeking a Customer Service Team Lead to guide the customer support team, ensuring a superior experience and adherence to SLAs. You will lead daily operations, coach staff, and drive service excellence.

The role requires strong leadership, process orientation, and experience in financial services, preferably NBFC or banking. You will collaborate with Sales, Credit, and Operations to resolve customer queries efficiently.

Qualifications

• Graduate degree in any discipline.
• 4 to 7 years of customer service experience with at least 2 years in a team lead role.
• Prior NBFC, Banking, FinTech, or business loan operations experience is highly preferred.
• Strong understanding of customer lifecycle and loan servicing processes.

Responsibilities

• Lead, mentor, and motivate a team of Customer Service Executives to deliver exceptional service.
• Monitor KPIs such as SLA adherence, productivity, quality, turnaround time, and customer satisfaction.
• Ensure adherence to RBI guidelines, compliance standards, and internal processes.
• Conduct regular team huddles, coaching, and performance reviews.
• Coordinate with Sales, Credit, Collections, and Operations for effective query resolution.

Education

Graduate in any discipline

Job description

Job Description Customer Service Team Lead

Position: Customer Service Team Lead

Department: Customer Service

Location: Gurgaon- Sector 44

Company : Aye Finance Limited

About the Role

We are looking for a dynamic and customer-focused Customer Service Team Lead to lead our customer support team. The ideal candidate will be responsible for ensuring exceptional customer experience, managing day-to-day team operations, driving service excellence, and achieving defined service levels. The role requires strong leadership skills, process orientation, and experience in financial services, preferably within an NBFC or banking environment.

Key Responsibilities

• Lead, mentor, and motivate a team of Customer Service Executives to deliver exceptional customer service.
• Monitor daily team performance against KPIs such as SLA adherence, productivity, quality, turnaround time, and customer satisfaction.
• Ensure adherence to company policies, RBI guidelines, compliance standards, and internal processes.
• Conduct regular team huddles, coaching sessions, and performance reviews.
• Coordinate with Sales, Credit, Collections, Operations, and other internal stakeholders for effective query resolution.

Eligibility Criteria

• Graduate in any discipline.
• 4 to 7 years of experience in Customer Service, with at least 2 years in a Team Lead role.
• Prior experience in NBFC, Banking, FinTech, or Business Loan operations is highly preferred.
• Strong understanding of customer lifecycle and loan servicing processes.

Why Join Us?

• Opportunity to work with a fast-growing NBFC.
• Collaborative and performance-driven work environment.
• Career growth and leadership development opportunities.
• Competitive compensation and employee benefits.