About the Role
At Lendingkart we are scouting for individuals who
will be building, planning and implementing the overall finance strategy. If
you want to start small, impact large – this is the place for you.
Key
Performance Indicators (this might not be exhaustive, but gives an
indication of expected deliverables)
● Driving logins and
disbursements through empannelled channel partners
● Regularly training the team
to achieve KPIs
● Adhering to policy guidelines
while sourcing files through RMs
● Optimizing pricing and cross
sell opportunities
● Ensuring no delinquency in
early buckets
● Ensuring RMs are meeting
clients pre and post disbursal and going on joint visits on sample basis
● Striving to achieve channel
level KPIs
● Reducing TAT for login and
disbursal
Some high level things you would own
but not limited to:
● You will develop and
implement channel service strategies aligned with the company’s goals and
objectives. Identify opportunities to enhance customer experience, streamline
processes, and drive efficiency across all channels – Channel Service Strategy
● You will define and enforce
service standards to deliver a consistent and seamless customer experience
across different channels. Monitor customer feedback, conduct surveys, and
analyze data to identify areas for improvement and drive customer satisfaction
– Customer Experience Management
● You will lead a team of
channel service professionals, including managers and frontline staff. Provide
guidance, coaching, and support to ensure team members have the necessary
skills and knowledge to deliver exceptional service – Team Leadership
● You will collaborate with
internal stakeholders, such as product managers, IT teams, marketing, and
operations, to align channel service strategies with overall business
objectives. Drive the integration of customer feedback into product and service
enhancements – Cross-functional Collaboration
● You will establish key
performance indicators (KPIs) and metrics to measure the effectiveness of
channel service initiatives. Regularly monitor performance, analyze trends, and
generate reports to identify opportunities for improvement – Performance Monitoring
and Reporting
● You will stay abreast of
industry trends and emerging technologies in the fintech sector. Identify and
evaluate new tools, platforms, and processes that can enhance channel service
delivery and customer experience – Technology and Innovation
● You will ensure channel
service operations adhere to regulatory requirements, industry standards, and
internal policies. Implement robust controls and procedures to mitigate
operational and reputational risks – Compliance and Risk Management
● You will develop training
programs to enhance the skills and knowledge of channel service teams. Provide
ongoing coaching and mentorship to foster a culture of continuous learning and
professional growth – Training and Development
What you would possess already:
● Bachelor’s degree in
business, finance, or a related field. A master’s degree is a plus.
● Proven experience (7 years)
in channel service management, preferably within the fintech or financial
services industry.
● Strong understanding of
customer experience principles and best practices.
● Excellent leadership and team
management skills, with the ability to motivate and inspire others.
● Analytical mindset with the
ability to interpret data, generate insights, and make data-driven decisions.
● Strong communication and
interpersonal skills, with the ability to collaborate effectively with
cross-functional teams.
● Knowledge of fintech
products, services, and industry trends.
● Familiarity with regulatory
requirements and compliance standards in the financial sector.
● Proficiency in using customer
service software, CRM systems, and other relevant tools.