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Head -service Excellence At Niyogin Jobs

Shortlist Professionals Inc
Job Shared by MonsterIndia
Job Description
Niyogin Fintech Ltd, a new NBFC, seeks to use technology to streamline client on boarding, underwriting, documentation, loan disbursal and repayment by creating an all encompassing digital platform. Niyogins vision is to democratize finance, catering to hitherto undeserved segments of the economy, particularly small businesses and fulfilling their unmet financial needs through a host of tailored products & services.
Niyogin has raised Rs 235 crore ($36 million) with international investors, such as Ward Ferry and Sabre Capital. Other investors include Lucky Investment Managers Pvt. Ltd, Alchemy Capital Management Pvt. Ltd and Alchemy India Long Term Fund Ltd.
You will join an array of exciting professionals:

Arnab Bhattacharya
- previously Head of Commercial Banking, Greater China for ANZ and Head of Global Banking, South India for Citibank.
Himanshu Rajpal- previously Director of SMB- Channels, Platforms & Marketplaces for PayPal India and Director of Sales and Marketing at Euronet India
Swaminathan Radhakrishnan-previously National Credit manager at Capital Float.
Parag Chopde - previously Head of MSME Finance at RBL Bank and Head of Risk - Commercial Banking at Citibank.
Niyogin is building out a senior leadership team for this new organization and is looking to hire a capable and experienced customer service head. You will be reporting to Mr. Himanshu Rajpal (CBO, Niyogin)
Whats on offer?
A highly competitive salary (upto 16 Lacs CTC) based on your prior experience and compensation.
Key responsibilities:
The core responsibilities that one will have to handle are:
Strategy and Leadership:

  • Designing and keeping the process fresh to align with customer acquisition, retention and maintaining strong relationship
  • Ensure customer satisfaction at each interaction, within a defined TAT, and create case studies to provide recommendations for service enhancement
  • Taking initiative and removing in-efficiencies from the system
  • Drive necessary initiatives with other teams to achieve niyogins Overall Goal
  • Handling overall performance of team
  • Training the team on Selling Strategy - Convincing customers to submit all the documents digitally and bringing out clearly the company's USP vis--vis competition
  • Preparing Pitch Scripts & presentation decks for the team along with team leads
  • Coordination with Tech team for consistently adding features which can improve team efficiency
  • Quality Checks via Audits for applicable processes
  • Implementing best practices for Customer Service to lead maximum customer satisfaction
  • Leading the Renewal Calling and Conversion
  • Leading the Referral Program through Customer Calling
  • Razor sharp Focus on making customer journey simpler to ensure maximum conversion and consistently reduce frictions
  • Working Closely with Marketing team to ensure conversion of Leads to Hot Leads digitally as well
  • Working with Credit to ensure team understands the Policies well and conduct regular training for updating team on documents required etc
  • Coordinating Pricing and Amount with Customers along with team and ensuring least Post Sanction dropouts
  • Facilitating administrative and operational supports to the team of Channel Partners for smooth functioning
Analytics:
  • Capacity, shift-management, escalation-management and BCP planning to ensure that we are available for our customers, when they need us
  • Defining metrics and tracking Daily, weekly and monthly numbers
  • Root cause analysis
  • Monitor and maintain the quality of interaction with customers (Audits & Quality Improvements).
Relationships:
  • Create a transparent working environment to ensure associates voice is heard and if necessary appropriately acted upon.
  • Attrition Handling
  • Training of Agents
  • Maintaining a strong culture of identifying problems and solving them.
Experience required:
Must haves:

  • At least 4 years experience in customer relationship management, project management or equivalent. Similar industry an advantage.
  • MS Office A good knowledge and hands on experience of Excel, Word and Power-point o Ability of adept to new technologies and train people around it.
  • Exceptional verbal/written communication skills
  • Should have team handling (direct and indirect) experience
  • High process and quality orientation
Preferred:
  • Experience with Financial sector, Hospitality Industry.
  • Experience of working in a start-up
Qualities Needed for This Jobs
Customer Support, Customer Service, Head Customer Service
Candidate Profile
Niyogin Is Building Out A Senior Leadership Team For This New Organization And Is Looking To Hire A Capable And Experienced Customer Service Head. You Will Be Reporting To Mr. Himanshu Rajpal (cbo, Niyogin)
Looking for Any Graduate graduates profile.
More Information
Location Mumbai
Education Any Graduate
Experience 8 (yrs)
Industry Financial Services
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