Senior Customer Experience Manager-Collections

☞ IDFC FIRST Bank

View: 107

Update day: 30-05-2024

Location: Mumbai Maharashtra

Category: Sales TV / Media / Newspaper

Industry: Debt Collection Consolidation

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Job content

Role/Job Title: Sr Manager - Customer Experience ( Collections)

Business: Retail Assets

Function/ Department: Collections Strategy

Place of work: HO

Roles & Responsibilities:
’Will be managing all CMD, RBI, SOCIAL MEDIA etc critical complaints/ escalations. Will also represent Collections in senior management committee viz, MD meetings,CXO, Retail Risk Credit Collections Head, Customer Service Head, Different verticals to customer services/ experience management with all verticals including regulatory compliance etc. All stake holder management activities. Will also analsye Complaints, Type, TAT, RCA etc and arrive at Quality , Training needs and process streamlining or re-engineering needs, design it & drive it with all stakeholders. Also, this position will deal closely with all National Collections Managers on all critical parameters of Escalation Management.

Secondary Responsibilities:
’Worked in receivables Industry Eg Financial, Telecom.

  • Having worked in outbound call center management role. Deep understanding of complaints management process
  • Good understanding of various functional areas within credit and collections (dpd, bill cycles, roll over etc.)
  • Understanding of customer escalation process
Managerial & Leadership Responsibilities:
’Be able to convince stake holders while suggesting or implementing changes, be able to lead cross functional and partner teams independently and in tandem. Ensure independent reporting on parameters that have improved with the changes led.

Key Success Metrics:
ensuring all complaints are closed within TAT
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Deadline: 14-07-2024

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