Manager/ Senior Manager - Customer Experience

Description

Location: Mumbai/ Bangalore

What’s the story?

Nium started out as InstaReM in 2015 with a vision to simplify the digital cross-border payments experience for complex markets. Over time, we grew into a global Fintech platform, regulated in over 40 markets and reaching 180 countries. Today we are a universal plug for financial services and our BaaS offering straddles cross-border payments, card issuance and collections by way of capability. We have clients in all 6 continents and have diversified our offerings to meet the needs of banks, financial institutions, SMEs and New Economy businesses like eCommerce and online travel. We are a team of 400 people across 11 offices globally and growing. Our vision is to embed world class financial services into every platform we touch.

Where do you come into the picture?

Over the years we have slowly and steadily recruited some of the best in the business and every day they bring us closer to our full potential. Since our inception, we have evolved significantly as a company, but customer obsession has always been at our core. We believe that any form of a ‘payment transaction’ should be seamless; and every customer using our services should have a smooth, cost- effective and a transparent experience. In this context, our Customer Service team plays a critical role in creating customer delight. They are the frontline support for all our customers to help problem solve an issue they might be facing when using our services/products at Nium.

Requirements

What would a day in your life @ Nium look like?

As Manager – Customer Experience, you will –
• Manage and optimize frontline queue management across Chats, Emails, Calls (where applicable)
• Be responsible for managing Escalations and Complaints
• Optimize the processes and department response in line with expected outcomes
• Track and analyze overall volume and contact ratios to improve department efficiency
• Organize workflow to meet customer timeframes (SLA)
• Keep accurate records and document customer service actions and discussions
• Analyse data and compile accurate reports
• Customer Experience management - Take ownership of customers issues and follow problems through to resolution
• Own Product and Process gaps to improve both end Customer Experience and Department efficiency
• Use Customer Satisfaction data to drive improvements in Product & Processes
• Enhance Product & Process to drive fewer customer queries
• Drive behavior in the department to keep the Customer at the center of all initiatives
• People Management: Be an effective People Manager to the team
• Actively manage team motivation and well being
• Effectively manage all administrative tasks in the role
• Ensure that individual objectives are in sync with Department & Organization objectives
• Monitor performance actively, provide support where required, manage lack of performance, circumstances in line with prescribed policy
• Coach and develop team members

What expertise & experiences would you need to have to play this kind of role?
• 8-10 years of total experience with 3+ years as a Manager/ Team Leader in Voice, Chat, Email operations
• Has led teams of 10-15 members, in Customer Service across multiple geographies
• Has helped build and sustain Customer Service capability around new products & geographies
• Has a high empathy quotient
• Is driven by a problem solving mindset
• Can prioritize, organize and execute tasks with minimal supervision
• Impeccable spoken and written English
• Deep experience in managing Customer Service KPIs, CSAT and NPS
• Hands-on experience in MS Office and tools within it
• Is comfortable working in a rotational shift environment which is 24X7
• Experience in Fintech, Cards, Payments or any Financial Services environment preferred
• Has end user understanding & hands on experience in supporting UAT
• Has experience in providing business requirements to Product & Tech

Benefits
• Comprehensive Health Insurance
• Home Office setup allowance
• Training & Development
• 24x7 Employee Assistance Program
• Recognition framework
• Generous Parental and Family leave