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.