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    Deputy Head - Mumbai, India - Wave HR Advisory Pvt Ltd

    Wave HR Advisory Pvt Ltd
    Wave HR Advisory Pvt Ltd Mumbai, India

    1 week ago

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    Description
    Deputy Head of Operations and Support


    Key Responsibilities:

    • Reporting to the Head of O&S, transform our earlystage operations and support into a scalable, firstrate customer experience. You will create and improve processes, enhance support resources, and develop our customer support strategy to support customer needs as the business grows.
    • Be POC for all Operations and Support topics, in order to ensure constant business continuity and delivery excellence.
    • Develop, coordinate and manage teams in operations, including 1st and 2nd lines of customer support, technical support, fraud, credit and KYC analysts, soft collection, etc.
    • Monitor the performance efficiency of all direct divisions. Act as mentor and coach to ensure team members are able to meet their KPIs, including SLAs, Quality, productivity, etc.
    • Preparing, analyzing, and presenting data to the Head of O&S as part of weekly and monthly performance reviews on support operations, including metrics, trends, and areas of improvement.
    • Training, development and mentoring of direct reports to provide opportunities for skills expansion and career development.
    • Undertake regular performance reviews and 1:1 meetings with direct reports against KPI's.
    • Recruit, train and mentor high performing profiles for various roles, growing the team as the business grows.
    • Collaborate cross functionally and work closely with both internal and external stakeholders to ensure an optimal endtoend customer experience. Proactively drive rootcause analysis of existing customer pain points in partnership with product and engineering teams.
    • Lead and inspire Operations and Support teams to maintain a constantly motivated and engaged team atmosphere.
    Qualification Requirements:


    • Minimum 4 years of experience managing largescale operations (100+ people) in a higrowth banking environment, including different channels of customer communication.
    • Highly datadriven, with the ability to deepdive and analyze, play with pivot tables, and continuously improve the operations process based on key metrics and raw data.
    • Experience in implementing software for Customer Operations business process management (inhouse development or leading third party vendors)
    • Ability to multitask, prioritize, manage time effectively and think outside the box.
    • Ability to work under pressure in a fastpaced environment, with a strong focus on customer satisfaction.
    • Hienergy and goaldriven personality, focused on achieving big things in 1/2 the time that it takes most people.
    • Excellent communication, engagement, and people development skills.

    We consider the following a plus:

    • Previous startup experience.
    • Knowledge of the credit card or consumer finance industry, especially fintech.
    • Knowledge of the basics of fraud and credit analysis.
    • Knowledge of the basics of recovery.
    )
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