Indifi – Senior Manager/Associate Director – Operations – Customer Service (7-9 yrs)

Looking for Sr. Manager/ Associate Director – Operations (Customer Service) for Lending Business.

We are looking for smart, hungry, ownership-driven people looking to take responsibilities beyond their years of experience. This is an excellent opportunity for anyone interested in getting in early at a start-up with tremendous scale potential.

Location: Gurgaon ( Hybrid -WFH+WFO)

Reporting to: Vice President-Operations

Function: Operations

Team: 4-5 Direct Reportees

6 days working culture ( alternate or first two Saturdays mandatory offs)

Key Responsibilities:

a) Define and optimize the customer journey and lead customer service function of the organization.

b) Drive true value for customers by standardizing the template of customer journey with the organization and managing escalations from your direct reports , following a methodical escalation process for closure.

c) Gather and analyse customer feedback and performance metrics data to improve customer service quality.

d) Creation of automated reports for MIS, process improvement, productivity and accuracy.

e) Continuously work on identifying gaps and implement changes that would enhance the process flow of various activities, thereby improving productivity and deliver improved performance.

f) Define, drive, and demonstrate the value (ROI) delivered.

g) Lead cross-functionally to drive customer success

Required Experience/Skills :

a) 7+ years of experience in leading customer-facing organizations

b) Good Team Management Skills

c) Ability to strategize and improve processes and systems.

d) Ability to prioritize in an ambiguous environment.

e) Analytical and practical understanding of workflow, capacity planning and process implementation.

f) Strong empathy for customers and passion for revenue and growth.

g) Operational knowledge of documentation and security creation in respect of loan accounts.

h) Internal and External stake holder management

i) Masters from any business school preferred.

j) Excellent communication and presentation skills

k) An MBA from a tier 1 institution preferred.

About Indifi:

Indifi seeks to improve access to SMB financing in India, by providing small businesses access to multiple lenders. It substantially improves the experience that borrowers get in terms of speed of approval and disbursement, convenience of the loan process, relevance of the loan product to their business needs, and finding the best rates in the market. Indifi does so by data collection and analysis from disparate data sources, thereby minimizing the need for physical data collection. The company has received funding from top-tier VC firms such as Accel Partners, Elevar Equity and Omidyar Network.


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