Lead - Customer Service

Role purposeThis position is focused on elevating customer service standards for the NBFC business by overseeing day-to-day operations, resolving escalations effectively, and strengthening the customer journey at every interaction point.Key responsibilitiesOversee the complete customer service operation across all communication channels.Take ownership of customer experience KPIs and maintain steady compliance with SLA commitments.Supervise a team of customer service executives while improving output, quality, and team engagement.Resolve complex and high-value customer complaints and drive them through to closure.Review feedback, complaint trends, and service performance data to pinpoint opportunities for improvement.Partner with teams such as Sales, Credit, Collections, Operations, and Technology to fix issues and simplify workflows.Lead initiatives that improve processes and introduce automation to make service delivery more efficient.Support adherence to RBI regulations as well as internal operating policies.Additional informationLocation: Maharashtra, India.