Customer Service Operations Executive

CUSTOMER SERVICE - CENTRAL OPERATION Job Description A Job Specification 1 Company Name : Muthoot Fincorp Limited 2 Position / Designation : Customer Service – Operations Executive 3 Grade : JM1 4 Department : Secured & Unsecured Lending Business 5 Sub Department (if any) : Operations ? 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