Director - Customer Service Job in Better World Technology Pvt. Ltd.
Director - Customer Service
Better World Technology Pvt. Ltd.
4+ weeks ago
- Bengaluru, Bangalore Urban, Karnataka
- Not Disclosed
- Full-time
- Permanent
Job Summary
PROFESSIONAL EXPERIENCE/QUALIFICATIONS
The ideal candidate will also be characterized by the following attributes:
A. Experience* A dynamic leader with 15 plus years of relevant work experience in Customer Support for a tech company / Fintech / Modern bank* Demonstrated experience of the overall FinTech solutions* Ability to manage situations on the ground and partner relationships* Adapt to a fast-paced environment
B. Specific knowledge* Knowledge of the Indian Banking and Financial Services industry.* Proven experience of having set up a similar function and knowledge of consumer journey
C. Skills* The incumbent should have set up 300+ seater customer support departments from scratch* The overall experience of both inbound and outbound will be preferred* Comes with very good understanding of systems with demonstrated track record of implementing modern, large scale system driven operations & support processes* Should have experience of directly managing 8-10 managers and overall teams of 300 people and above* Should have achieved targets in an OKR and SLA environment with an explicit emphasis on metrics* Prior experience of leading recruitment drives along with exposure of conducting assessment centers, versant evaluation and agent interviewing will be desirable.
Management & Leadership Capabilities:
The candidate should also possess:* Strong business acumen, problem-solving ability, and tech savvy* Strong customer orientation* Excellent verbal and written communication skills, good presentation skills and excellent negotiation skills. Ability to engage with the Board and senior management.* Adaptable, approachable, open minded with a clear understanding of the business; the incumbent must bring the ability and orientation to contribute beyond his scope of work * High degree of integrity, moral and ethical standards* Hands on, i.e. roll-up-sleeve type
EDUCATION :
* The incumbent should be a qualified engineer (preferably computer science). An MBA as an additional qualification will be an added advantage.Apply for this job
PROFESSIONAL EXPERIENCE/QUALIFICATIONS
The ideal candidate will also be characterized by the following attributes:
A. Experience* A dynamic leader with 15 plus years of relevant work experience in Customer Support for a tech company / Fintech / Modern bank* Demonstrated experience of the overall FinTech solutions* Ability to manage situations on the ground and partner relationships* Adapt to a fast-paced environment
B. Specific knowledge* Knowledge of the Indian Banking and Financial Services industry.* Proven experience of having set up a similar function and knowledge of consumer journey
C. Skills* The incumbent should have set up 300+ seater customer support departments from scratch* The overall experience of both inbound and outbound will be preferred* Comes with very good understanding of systems with demonstrated track record of implementing modern, large scale system driven operations & support processes* Should have experience of directly managing 8-10 managers and overall teams of 300 people and above* Should have achieved targets in an OKR and SLA environment with an explicit emphasis on metrics* Prior experience of leading recruitment drives along with exposure of conducting assessment centers, versant evaluation and agent interviewing will be desirable.
Management & Leadership Capabilities:
The candidate should also possess:* Strong business acumen, problem-solving ability, and tech savvy* Strong customer orientation* Excellent verbal and written communication skills, good presentation skills and excellent negotiation skills. Ability to engage with the Board and senior management.* Adaptable, approachable, open minded with a clear understanding of the business; the incumbent must bring the ability and orientation to contribute beyond his scope of work * High degree of integrity, moral and ethical standards* Hands on, i.e. roll-up-sleeve type
EDUCATION :
* The incumbent should be a qualified engineer (preferably computer science). An MBA as an additional qualification will be an added advantage.Apply for this job
Experience Required :
Minimum 15 Years
Vacancy :
2 - 4 Hires
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