Job Description

Job Responsibilities:

Job Title:

Team Lead - Customer Experience

Location:

Gurugram - Haryana

Department:

Customer Experience

Reporting To:

Director

Role Overview

We are looking for a dynamic and experienced

Team Lead - Customer Experience

to lead our customer support and grievance redressal function. The candidate should have a strong understanding of customer experience management within the NBFC-Fintech domain, excellent leadership skills, and the ability to drive timely resolution of customer concerns. The role also includes acting as the

Grievance Officer

, ensuring strict adherence to

RBI and regulatory compliance guidelines

.

Key Responsibilities

Lead, mentor, and manage a team of customer experience executives to ensure service excellence. Drive customer satisfaction by ensuring all queries, requests, and complaints are handled within defined

TATs (Turn Around Time)

. Act as the

Grievance Officer

for the company, ensuring compliance with

RBI regulations

and maintaining transparent grievance redressal practices. Monitor team performance through KPIs/SLAs and implement strategies to improve efficiency and customer delight. Maintain accurate records of customer grievances, resolutions, and escalations for audit and compliance purposes. Coordinate and collaborate effectively with internal departments (Operations, Collections, Risk, Tech, Product, Compliance, etc.) to ensure smooth resolution of issues. Ensure timely preparation of reports on grievances, escalations, and compliance matters for management review. Continuously analyse customer feedback to identify gaps and propose process improvements. Stay updated with industry standards and RBI guidelines related to customer service and grievance handling. Foster a customer-first culture within the team while ensuring adherence to company policies and compliance norms.

Preferred Skills & Knowledge

Strong knowledge of

Customer Experience, Grievance Redressal, and Complaint Handling

in NBFC / Fintech domain. Familiarity with

RBI compliance requirements

, customer rights, and regulatory frameworks. Excellent leadership, mentoring, and team management skills. Strong interpersonal and communication abilities with experience in

inter-department coordination

. Problem-solving and decision-making skills with a focus on timely resolution. Ability to manage high-pressure situations and prioritize multiple tasks effectively.

Qualifications

Bachelor's degree in Business Administration, Finance, or a related field (MBA preferred). 4-7 years of relevant experience in Customer Experience / Customer Support within

NBFC, Banking, or Fintech industry

. Prior experience as a

Team Lead / Supervisor

in a customer-facing function is mandatory.
Interested candidates may share their profile at: [email protected]

Role

Customer Experience, Grievance Redressal, and Complaint Handling

Skills

grievance redressal processes, customer journey, grievance handling

Functional Area

Support

Education

BBA, MBA