About the job
Qualifications:
MBA/PGDM
Experience: 12 to 15 years
Roles and Responsibilities:
- Develop and implement comprehensive CRM processes and structures to enhance customer satisfaction.
- Ensure exceptional customer experience throughout the customer journey from inquiry to handover.
- Lead recruitment, induction, training, and development of the CRM team in alignment with company standards.
- Oversee timely query resolution within TAT and manage escalations effectively.
- Provide management with insights through various MIS reports and feedback mechanisms.
- Ensure compliance with processes, policies, and procedures within the designated TAT.
- Coordinate with financial institutions to streamline loan disbursement processes for customers.
- Optimize collaboration between back office, Relationship Managers, and Accounts teams.
- Measure team performance through collection metrics and CSSM scores.
- Engage with customers during their visits to the office or site.
- Handle exceptional customer cases by adhering strictly to the Internal Memo process (IOM).
- Safeguard customer files and sensitive data to prevent loss or misplacement.
- Assist the team in meeting critical deadlines related to agreements, registrations, and payments.
- Organize training sessions for team members on CRM software, SAP, and MS Office tools.
- Ensure collection of all KYC documents (PAN card, passport, OCI) from customers.
- Strictly implement the allotment and agreement processes.
- Ensure important legal documents are handed over only to customers or their authorized representatives.
