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Open Position(s)

AVP- Service Quality

1 Opening(s)
NBFC-MFI: Client of
Profile Summary
Experience Required : 6 Years (Minimum)
Location : South Delhi, Delhi, India.
Opening Date : 10th October, 2017
Closing Date : 31st October, 2017
Other Compensation : A competitive compensation package commensurate with experience
Sector : Microfinance | Financial Services
Functional Area : Operations
Job Type : Corporate
Position Type : Job
Organization Profile
NBFC-MFI (Non Banking Finance Company - Micro Finance Institution) has a portfolio of Rs 230.57 Crore serving 200,940 clients.
Profile Description
Reporting to: Board of Directors

Working Days: Monday to Saturday and second Saturday off in a month

Main Objective: Looking after the entire Service Quality department in maintaining the quality of the operations in a responsible manner.

Key Responsibilities:
  • Responsible for delivering seamless customer experience
  • Overall responsibility of implementing and managing service quality programs
  • Responsible for embedding Service Quality culture across departments and verticals
  • Responsible for managing the customer and employee helpdesk
  • Responsible for vendor and productivity management of outbound call-center
  • Ensure customers are offered services with best in the industry experience, quick & hassle free service
  • Ensure effective mechanism for handling customer grievance around product queries and banking transactions
  • Seamless transition of customers from ‘assisted services’ to ‘self-managed'
  • Implement & monitor customers life events based banking services through branches, ensures staff training and implementation
  • Implement guidelines of RBI & Indian Banks’ Association (IBA) on customer service
  • Ensure effective functioning of customer complaint resolution mechanism across channels
  • Periodical review of Grievances report & progress in Implementation of FPC; identifying gaps, implement process corrections thereof
  • Assist Compliance Dept. for internal and external audits of customer service aspects
  • Quality Assurance, Efficiency & Service TAT monitoring
  • Service Quality Trainings

  • Leadership skills
  • Analytical and decision making skills
  • Skillful communication of ideas and knowledge

Personality and Attitudes: Objective, observant, analytical, responsible, honest and Organized
Minimum 6 years of relevant experience
How to Apply
Apply online throigh
Contact Details
Company Name : NBFC-MFI: Client of
Contact Person : Jaspal