Customer Service Operations Lead

A

  Job Specification

1

Company Name

:

Muthoot Fincorp Limited

2

Position  / Designation

:

Customer Service – Operations Executive/Sr executive

3

Grade

:

4

Department

:

Secured & Unsecured Lending Business 

5

Sub Department (if any)

:

6

Employment Type

:

Full-time

7

Reporting to – 

Designation & Grade

:

Head Customer service / Assistant Manager

8

No. of Reportees,

 Designation & Grade

:

NA

9

Main Tasks

:

• Take complete ownership and accountability of all operations related metrics like TATs, Customer Satisfaction scores etc.
• Suggest ways to improve customer experience based on feedback from merchants.
• Risk management and policy implementation for various day to day processes
• Capability to quickly build/edit processes to manage new initiatives with existing bandwidth for growth experiments.
•  Service requests and complaints from all modes 
• Co-ordinating with pan India branches for various process. 
• Good and relevant knowledge on mortgage business

10

Special Requirements (If any)

:

• Problem-solving
• Analytical thinking
• Research acumen
• Judgment and Decision Making
• Exceptional communication skills.
• Proven ability toward constructive networking
• Team player and multi-tasker with exceptional organizational skills
• Sales and Marketing know-how
• Must have experience in Secured lending / unsecured lending business

11

Compensation Band

:

As per policy

12

Stake Holders

:

Should be able to manage multiple stakeholders and collaborate with business heads in SULB

13

Job Location / State

:

Chennai

Entitlements

:

As per policy

Educational Qualification / Technical Certification

:

Any UG/PG or MBA