About this role
Objective
To lead and manage the Customer Service Email Channel for the Retail Finance Business (RFB), ensuring timely, accurate and compliant resolution of customer queries, service requests and complaints across retail lending products. The role is responsible for driving service excellence, improving customer experience, strengthening operational controls, optimising productivity, reducing complaints and leveraging technology and analytics to enhance email channel performance.
Responsibilities
Email Channel Operations: Lead end-to-end email channel operations for RFB, ensuring effective management of customer queries, service requests and complaints within defined service standards and turnaround times (TATs).
Service Level Management: Establish and monitor service-level agreements (SLAs), response and resolution TATs, backlog ageing and queue management to ensure consistent service delivery.
Customer Experience & Resolution: Drive customer satisfaction through accurate, empathetic and timely responses, improved first-contact resolution and reduction in repeat customer contacts.
Complaint & Escalation Management: Oversee critical customer complaints and escalations, ensuring appropriate investigation, stakeholder coordination, root-cause identification and timely closure.
Team Leadership & Development: Lead and develop team leaders and customer service executives through performance reviews, coaching, capability building and succession planning.
Productivity & Workforce Management: Drive operational efficiency through capacity planning, resource allocation, workload balancing, roster management and optimisation of team productivity.
Quality Assurance & Governance: Establish quality monitoring frameworks for email responses, ensuring accuracy, completeness, professional communication and adherence to approved processes and standards.
MIS, Analytics & Performance Reviews: Develop and review dashboards covering email volumes, SLA adherence, backlog, productivity, quality scores, complaints, customer satisfaction and resolution effectiveness; present insights and action plans to senior management.
Stakeholder Management: Partner with Sales, Branch Operations, Credit, Collections, Loan Operations, Technology, Digital, Compliance and other relevant functions to ensure effective resolution of customer issues.
Process Improvement & Standardisation: Identify process gaps, recurring customer pain points and operational bottlenecks; implement corrective and preventive measures to improve turnaround times and service quality.
CRM & Technology Enablement: Drive effective utilisation and enhancement of CRM and case management platforms, including workflow improvements, system integration, automation and digital service initiatives.
Automation & Digital Transformation: Identify opportunities for automated email classification, intelligent routing, standardised responses and workflow automation to improve efficiency and reduce manual intervention.
Regulatory Compliance & Risk Management: Ensure adherence to applicable RBI guidelines, customer grievance redressal requirements, internal policies, data privacy standards and information security controls.
Audit & Control Management: Ensure process documentation, maintenance of audit trails, closure of audit observations and implementation of appropriate operational controls to mitigate service and compliance risks.
Strategic Planning & Continuous Improvement: Define channel performance objectives, service improvement roadmaps and customer experience initiatives aligned with RFB business priorities, with a focus on scalable operations and measurable business outcomes.
Qualifications
MBA / PGDM in Management, Finance, Operations or Customer Relationship Management.