Manager - Customer Experience

About Navi Group:

  • We are a technology-driven financial products and services group in India focusing on the digitally connected young middle-class population of India. We have adopted a mobile-first approach, utilising our strong in-house technology and product expertise to build customer- centric products.
  • Our offerings are under our “Navi” brand and include personal loans, home loans, general insurance and mutual funds. We also offer microfinance loans, through a wholly-owned Subsidiary, under the “Chaitanya” brand.


Responsibilities:

  • Strategizing and delivering processes for consistent customer satisfaction
  • Establishing collaborative relationships with various functions within the organization to deliver best in class Customer Experience
  • Inspire Customer success across the organization by aligning product through product road map, planning through forecasting, Tech through issues faced by the customers
  • Understanding customer feedback and driving data-oriented analysis to leverage automation and enhance overall customer experience
  • Directly managing a team of 50+ highly motivated executives and team leaders
  • Responsible for building a strong sense of customer-centricity within the team and developing the next line of leadership
  • Ensuring highest customer satisfaction and consistent delivery of all KPIs like CSAT, Resolution time, First Response Time, First Call Resolution, Quality, Repeat rate etc. for Navi’s non-voice channels
  • Taking end to end ownership of customer grievances; Efficiently managing all customer queries, complaints and escalations as per the TAT. Filing timely regulatory reports to regulators like RBI, IRDA & SEBI
  • Collaborating with audit and compliance stakeholders to strengthen overall governance and controls across the non-voice operations


Expectations:

  • Strong experience in BFSI Operations/Customer Service/E-Comm (7+ years)
  • Passion for delivering a great customer experience at every interaction
  • Ability to work in ambiguous, fast-paced environment - Strong bias to action
  • Good understanding of financial products like Personal Loans, Home Loans, Health Insurance & Mutual Funds
  • Working knowledge of CRM / CS software(Ex Freshdesk), IVR, Chat & Diallers
  • Excellent problem-solving skills with a strong ability to implement “First Principles” thinking
  • Prior team/people management experience (preferred but not necessary)
  • Strong analytical skills
Company
Navi
Posted
07/14/2022
Location
bangalore, KA, IN