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19/03 Rajiv Raj
Director at Creditvidya

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Creditvidya.com - Manager - Client Relationship (3-8 yrs)

Mumbai Job Code: 115483

Primary Job Duties:

- Processing the cases and assisting in bookings conversion from lending partner's location.

- Daily review with team on the challenges at lender end to process the leads.

- Actively monitor the cases that are sent to the partner teams and work with the partner team to reduce TAT on cases and help achieve maximum conversion.

- Managing customer escalations.

- Work closely with tech team in resolving any issues.

- Responsible for entering data for email and phone metrics into the Operations Dashboard and reporting service level gaps to Workforce/People Manager.

- Assist with escalated phone calls/emails/cases and respond to the Specialists needs in a professional, timely manner.

- Meet with Leadership Team monthly to discuss issues, team performance and metrics.

- Identify process improvements, current trends (issue and volumes), and training opportunities. .

- Report to Manager any system outages, personnel issues or areas of concern in a timely manner.

- Present weekly/monthly reports with leadership team and track performance.

Minimum Qualifications:

- This will be a client facing role to work from client location - Mumbai.

- Previous leadership experience in managing digital lending operations (3-4 years)

- Prior Hands-on experience in loan booking operations and converting leads

- Understanding lending life cycle and domain knowledge

- Prior experience in any lending institutions preferably fintech

- Familiar with software such as Word, Excel, Web Browsers and Browser based web applications.

- Excellent written and verbal communication

- Proven track record of setting up systems and tools for operations team

Interpersonal Skills & Attributes:

- Ability to multitask, and identify areas of priority.

- Ability to provide feedback in a positive, constructive manner.

- Problem solver.

- Process oriented, but able to think outside of the box to solve issues.

- Trustworthy, and confidential.

- Team player, focused on creating strong team morale.

- Strong leadership skills.

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