Key Responsibilities:
- Develop scalable workflows and playbooks for efficient customer service.
- Create training materials, audits, and quality control playbooks.
- Collaborate with tech and design teams to enhance user journeys.
- Ensure the app provides a delightful customer interaction experience.
- Lead operations and customer service teams.
- Achieve key impact targets: ticket resolution, TAT reduction, and NPS improvement.
- Work with compliance and regulatory units on grievance redressal systems.
- Ensure compliance with relevant regulations.
Key Impact Targets:
- Tickets Transactors: Optimize ticket management.
- TAT Reduction: Reduce issue resolution time.
- NPS Improvement: Enhance customer satisfaction and loyalty.
Background and Experience
- 6+ years in consulting with expertise in problem-solving, workflow creation, and scalable systems
- Familiarity with investment apps and product journeys
- Hands-on experience in creating blueprints and playbooks
- MBA from a Tier 1 institute is preferred
Skills and Competencies
- Strong problem-solving, project management, and organizational skills
- Effective collaboration with cross-team.
- Exceptional leadership and team management abilities
- Understanding of compliance and regulatory requirements in the investment space
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