Urgent Opening- AVP( Customer Care & Experience)

Bajaj Capital; Gurugram District; On-site; INR 2,500,000 - 3,000,000; Full time

Job summary

Bajaj Capital Limited is seeking an AVP/VP for Customer Care & Experience to lead and transform the company’s customer-care and service experience. The role spans end-to-end support across voice to digital channels, with a focus on standards, efficiency, and regulatory compliance.

The incumbent will drive digital transformation, CRM adoption, and proactive engagement, partnering with Product, Technology, Risk and Compliance to deliver superior customer journeys and sustained retention.

Qualifications

• Graduate degree required.
• MBA or equivalent postgraduate qualification preferred.
• 7 to 10 years of experience in customer care, customer experience, service operations or digital-service transformation.
• At least 2 to 3 years in leadership roles managing multi-channel service operations.
• Strong preference for experience in banking, wealth management, insurance, broking or other regulated financial services.
• Demonstrated experience in CRM implementation, service automation, digital self-service and customer-experience improvement.
• Proven track record of improving customer satisfaction, service efficiency and grievance-resolution outcomes.

Responsibilities

• Lead end-to-end customer service across voice, email, WhatsApp, chat, digital platforms and assisted channels.
• Establish consistent service standards across mutual funds, insurance, fixed deposits, bonds and other financial products.
• Ensure timely resolution of customer requests, complaints and escalations, including regulatory grievances.
• Drive service productivity, quality, turnaround times and operational efficiency.
• Lead transformation of customer service through CRM, workflow automation, AI-enabled support, chatbots and digital self-service.
• Work with Product and Technology teams to simplify onboarding, transaction and servicing journeys.
• Improve digital adoption and reduce avoidable customer contacts through proactive communication and better journeys.
• Develop a unified view of customer interactions across digital and assisted channels.
• Own customer satisfaction measurement including CSAT, NPS, CEA; identify pain points and drive root-cause fixes.
• Identify service-related churn risks and collaborate on retention initiatives.
• Improve customer engagement through proactive servicing and effective communication.
• Establish robust grievance-redressal processes in line with regulatory requirements.
• Ensure timely, fair resolution of complaints and escalations.
• Partner with Compliance, Risk, Legal and Operations on regulatory matters and audits.
• Maintain strong controls around customer data and complaint documentation.
• Build and lead a high-performing customer-care organisation; manage workforce planning, hiring and development.
• Establish service-quality frameworks, audits, coaching and continuous-improvement practices.
• Manage outsourced service partners with clear SLAs and governance.
• Build service dashboards covering contact volumes, complaint trends and performance metrics.
• Present customer insights and improvement initiatives to senior leadership.

Skills

Customer-care leadership

Data-driven

Stakeholder management

Regulatory compliance

Education

MBA or equivalent postgraduate qualification

Graduate degree

Tools

CRM implementation

Workflow automation

Digital self-service

Job description

Job Description AVP/ VP Customer Care & Experience

Company: Bajaj Capital Limited

Location: Delhi/NCR

Reports to: Chief Operating Officer

Function: Customer Experience & Service Operations

ROLE PURPOSE

Lead and transform Bajaj Capital's customer-care and service experience across all customer touchpoints, ensuring seamless, efficient, personalised and compliant service.

The role will be responsible for customer-care operations, service quality, grievance management, digital servicing, customer satisfaction and service-led retention. The incumbent will drive a technology-enabled, data-driven service organisation that delivers consistently high standards of customer experience while improving operational efficiency.

KEY RESPONSIBILITIES

1. Customer Care & Service Operations

• Lead end-to-end customer service across voice, email, WhatsApp, chat, digital platforms and assisted channels.
• Establish consistent service standards across mutual funds, insurance, fixed deposits, bonds and other financial products.
• Ensure timely resolution of customer requests, complaints and escalations, including regulatory grievances.
• Drive service productivity, quality, turnaround times and operational efficiency.

2. Digital Transformation & Automation

• Lead the transformation of customer service through CRM, workflow automation, AI-enabled support, chatbots and digital self-service.
• Work closely with Product and Technology teams to simplify onboarding, transaction and servicing journeys.
• Improve digital adoption and reduce avoidable customer contacts through proactive communication and better customer journeys.
• Develop a unified view of customer interactions across digital and assisted channels.

3. Customer Experience & Retention

• Own customer satisfaction measurement, including CSAT, NPS, Customer Effort Score and feedback mechanisms.
• Identify recurring customer pain points and work with relevant teams to eliminate their root causes.
• Identify service-related churn risks and collaborate with business teams on retention initiatives.
• Improve customer engagement through proactive servicing, issue prevention and effective communication.

4. Grievance Management & Compliance

• Establish robust grievance-redressal processes in line with applicable regulatory requirements.
• Ensure timely, fair and transparent resolution of complaints and escalations.
• Partner with Compliance, Risk, Legal and Operations on regulatory matters and service audits.
• Maintain strong controls around customer data, service communication and complaint documentation.

5. People Leadership & Service Governance

• Build and lead a high-performing customer-care organisation.
• Own workforce planning, hiring, training, productivity, performance management and capability development.
• Establish service-quality frameworks, audits, coaching and continuous-improvement practices.
• Manage outsourced service partners, where applicable, with clear SLAs and governance.

6. Customer Analytics & Performance Management

• Build service dashboards covering contact volumes, complaint trends, turnaround times, customer satisfaction and operational efficiency.
• Track digital-service adoption, first-contact resolution, repeat contacts and cost per resolved interaction.
• Present customer insights, service risks and improvement initiatives to senior leadership.
• Translate customer feedback into measurable improvements across products, processes and customer journeys.

QUALIFICATIONS & EXPERIENCE

• Graduate degree required; MBA or equivalent postgraduate qualification preferred.
• 7 to 10 years of experience in customer care, customer experience, service operations or digital-service transformation.
• At least 2 to 3 years in leadership roles managing multi-channel service operations
• Strong preference for experience in banking, wealth management, insurance, broking or other regulated financial services.
• Demonstrated experience in CRM implementation, service automation, digital self-service and customer-experience improvement.
• Proven track record of improving customer satisfaction, service efficiency and grievance-resolution outcomes.

KEY COMPETENCIES

• Customer-centric leadership and ownership
• Strong operational and people-management capabilities
• Digital-first and automation-oriented mindset
• Data-driven decision-making and process excellenceCross-functional stakeholder management
• Strong understanding of financial-services compliance
• Excellent communication, problem-solving and escalation management

SUCCESS MEASURES

• Improvement in CSAT, NPS and Customer Effort Score
• Higher first-contact resolution and reduced repeat contacts
• Reduction in complaint volumes and resolution turnaround times
• Increased digital self-service adoption and successful automated resolutions
• Reduction in service-related customer attrition
• Improvement in operational productivity and cost efficiency
• Strong regulatory compliance and grievance-resolution outcomes
• Measurable improvements in customer journeys and service experience

Location- Gurugarm

CTC- 25 LPA- 30 LPA