BriefCase
BriefCase

Lead - Flexi Coe, Flexi - Customer Experience, Projects & Service Job in Bajaj Finance

Lead - Flexi Coe, Flexi - Customer Experience, Projects & Service

Bajaj Finance 4+ weeks ago
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Job Summary Job Purpose This position is open with Bajaj Finance ltd. We are building business centric software products for continuous innovation, market relevance and sustainability. We need innovative unit managers who will collaborate with business and technology team and should have solutionist mindset for problem solving. Should be passionate about long term and sustainable product building approach. This role requires to work collaboratively in a multi-disciplinary team environment; Establishes and maintains professional networks with subject matter experts. Duties and Responsibilities PRINCIPAL ACCOUNTABILITIES (Accountabilities associated with the job) Drive End to end resolution for all customer complaints , measure hand-off s and automate wherever possible for better customer experience . Track complaints to the regulator and those which are sensitive in nature Timely responses with resolution to Social Media and RBI and Senior Management complaints Re-engineer processes based on audits and observations based on Complaints and feedback Translate product strategy into detailed requirements and prototypes and create great user experiences on web and app ecosystems Proactive Communication; build on the existing model and bring in change where relevant through best practices Work closely with the architects and engineering team on solution design and execution according to business needs. Identify projects for driving productivity, cost reduction and improving customer service. Act as a customer enabler within the organization and ensure that any change or update in conducted in a clear and transparent way to customers Engaging with BFL frontend teams branches across the country and enable them to resolve customer issues faster. Empower themselves to resolve customer complaints faster 4. MAJOR CHALLENGES (Challenges faced on an on-going basis in carrying out the job) Escalation resolution TAT Frequent system / T&C changes. Roll out of new programs / system enhancement / Innovation / customer communication across various channels. Staying updated on frequent changes 5. DECISIONS (Key decisions taken by job holder at his/her end) Escalation resolution within company s and customer s interest with TAT Look at avenues to improve customer journey and constantly develop solutions Constantly capture customer VOC and work on broken journeys 6. INTERACTIONS (Key working relationships a job holder needs to have INSIDE and OUTSIDE the company to accomplish the job) Internal Clients Roles you need to interact with inside the organization to enable success in your day to day work Business heads (Sal PL, Rural, PLCS, SME.)- To discuss cross selling opportunities and transactions on Flexi loans IT For solving and tracking IT KPI s and for new builds and capabilities and work on customer broken journey opportunities Operations- To discuss and drive improvement opportunities in customer servicing and processes and bring down assisted volume 3 in 1 PMO: For ensuring requirement planning and alignment with business and horizontal initiatives Connect with various internal department i.e. Business, Technology, COE s, Sales, Risk, Marketing, Credit, Ops, RCU, Collections, Legal & Compliance. Connect with HR department for various activities. External Clients Roles you need to interact with outside the organization to enable success in your day to day work Meeting with external vendors along with IT including payment gateway teams |External Clients Roles you need to interact with outside the organization to enable success in your day to day work Meeting with external vendors along with IT including payment gateway teams Partner management. 7. DIMENSIONS (Key numerical data which will reflect the scope and scale of activities concerning this job) Financial Dimensions (These should be quantifiable numerical amounts) Flexi book contributes to 38000 CR of the overall unsecured book Total number of customer base is around 8 lacs We collect around 100 CR of income in form of AMC Annual maintenance charge We receive 4 lac transactions per month Other Dimensions (Significant volume dimensions associated with the job) Total Team Size: 2 to 5 Number of Direct Reports: - Number of Indirect Reports: 1 to 2 Number of Outsourced employees: - Number of locations: All BFL locations Number of products: 7 i.e. Business Loans Direct & Indirect, Business Loans Secured, Professional Loans, Personal Loan, Used Car Finance, Medical Equipment Finance Required Qualifications and Experience SKILLS AND KNOWLEDGE (Minimum acceptable proficiency for this job which best indicates the education and/or experience requirements of this job and not the incumbent) Educational Qualifications Should have 5+ years of experience in managing Experience and Service Prior experience in handling service processes and understanding customer needs Should be passionate about Customer Experience Should be a post-graduate preferably Should have collaborative work style to engage with peers & colleagues across the company. Should have excellent communication skills along with strong presentation and data analytics skills. Self motivated having Strong Problem-solving ability. Relevant experience in managing team in banking with strong understanding and focus on Sales / Operations / Technology functions. Fintech experience would be preferred. A passion for how we can use Agile and Lean practices to improve the speed and quality of delivery. Strong communication and presentation skills.
Experience Required :

5 to 8 Years

Vacancy :

2 - 4 Hires

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