Finance - Manager - Customer Experience

As a Customer Experience Manager in this role, your responsibilities will include: - **Client Management**: - Own and manage the complete customer experience from onboarding onwards. - Serve as the primary point of contact for all customer queries, feedback, and escalations. - Ensure timely updates, clear communication, and proactive follow-ups with clients. - **Internal Coordination**: - Coordinate and collaborate with various internal teams (Operations, Sales, Compliance, etc.) to efficiently resolve customer issues. - Track and manage client journeys using relevant tools, ensuring all updates and interactions are thoroughly documented. - **Process Improvement**: - Identify friction points and areas for improvement within the customer journey. - Share valuable insights from customer interactions to help refine and optimize internal processes and services. - **Relationship Building**: - Build strong trust and long-term relationships with clients to increase customer satisfaction and loyalty. - Act as a client advocate to ensure their needs and concerns are addressed promptly and effectively. In addition to the above responsibilities, the ideal candidate for this position will possess the following qualifications: - **Industry Experience**: - Must-have experience in the NBFC (Non-Banking Financial Company) or P2P (Peer-to-Peer) lending industry. - Prior experience in fintech, banking, or other service-based industries is highly desirable. - **Core Competencies**: - Strong interpersonal and communication skills (both written and verbal). - A demonstrated problem-solving mindset and a proactive approach to addressing customer issues. - Excellent time management and multitasking abilities to thrive in a fast-paced environment. - **Analytical Skills**: - Exposure to customer journey mapping or process optimization is a plus. As a Customer Experience Manager in this role, your responsibilities will include: - **Client Management**: - Own and manage the complete customer experience from onboarding onwards. - Serve as the primary point of contact for all customer queries, feedback, and escalations. - Ensure timely updates, clear communication, and proactive follow-ups with clients. - **Internal Coordination**: - Coordinate and collaborate with various internal teams (Operations, Sales, Compliance, etc.) to efficiently resolve customer issues. - Track and manage client journeys using relevant tools, ensuring all updates and interactions are thoroughly documented. - **Process Improvement**: - Identify friction points and areas for improvement within the customer journey. - Share valuable insights from customer interactions to help refine and optimize internal processes and services. - **Relationship Building**: - Build strong trust and long-term relationships with clients to increase customer satisfaction and loyalty. - Act as a client advocate to ensure their needs and concerns are addressed promptly and effectively. In addition to the above responsibilities, the ideal candidate for this position will possess the following qualifications: - **Industry Experience**: - Must-have experience in the NBFC (Non-Banking Financial Company) or P2P (Peer-to-Peer) lending industry. - Prior experience in fintech, banking, or other service-based industries is highly desirable. - **Core Competencies**: - Strong interpersonal and communication skills (both written and verbal). - A demonstrated problem-solving mindset and a proactive approach to addressing customer issues. - Excellent time management and multitasking abilities to thrive in a fast-paced environment. - **Analytical Skills**: - Exposure to customer journey mapping or process optimization is a plus.