director post terms in ahmedabad

posted
contact
randstad india
position type
permanent
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posted
location
ahmedabad, gujarat
function
Banking & finance
position type
permanent
experience
12-18
reference number
59110
contact
randstad india

job description

director post terms in ahmedabad

Job Description- Director-Post Terms Responsibilities We primally need people from fintech's/start-ups, someone who can work in anon-branch model. The candidate should have experience around Ops combined with Sales, notessentially be together but past experiences of Sales and lending will also do.  Define and optimize customer journey  Define the vision of a great customer experience in the post-terms journey  Standardize the template for onboarding and serving customers in yoursegment  Define and oversee lifecycle processes/touch points, including exec definedbusiness plan and program  Personally, manage escalations from your direct reports, and follow amethodical escalation process to execs in Lendingkart  Identify opportunities for continuous process improvement by engaging SixSigma and Lean methodologies to enhance overall customer experience of Lendingkart Drive true value for Customers with "Outside In" approach  Be an expert on best practices in change management  Promote the Challenger approach amongst your team members and crossfunctions  Find ways to deeply understand our customers' objectives and become atrusted righthand advisor  Determine how to define, drive, and demonstrate the value (ROI) delivered  Lead cross-functionally to drive customer success  Clarify ownership for each part of the customer journey  Gather feedback from other departments/functions, including Renewals &Expansion, Sales, Services, Support, Product and other opportunities  Improve the customer experience/NPS/CE score  Advocate for changes in other departments' ways of working (includingonboarding process of partners) and collaborate with them to implement those Drive company-wide (Lendingkart) definition of ideal customer  Create company-wide customer feedback loop and mitigation plan  Help foster Lendingkart-wide culture of Customer Success  Drive alignment with Renewals & Expansion and Sales  Align on renewal and up-sell strategy and focus on selling with a retentionfocus and drive revenue, make a profit centre out of a cost centre  Give feedback to Sales and Marketing on prospecting approach .Ensure smarthand- off  Define CSM involvement during sales cycle Be the best user of Gainsight in the world  Promote adoption of key processes in Gainsight, including Success Planprocess, Habits process, License Deployment process, Risk process  Ensure Lendingkart' s single source of truth for customer health and itscontinuous success  Develop ideas and implementation plan, share during MBRs/QBRs/YBRs Own key metrics for your team  Gross top up/renewal rate  Disbursement TAT , contribute and play a key role in automation objectives  Embrace and adopt technology ,automation for business scale up and growth  Up-sell and Cross sell with identified business opportunities  Habits / product adoption metrics  Deployment of new tools and technique  NPS  IRR and risk grade mix  Agent productivity, training and up-skilling  Employee NPS / team member satisfaction  Own the financial model for your team, including projections of costs andnew hires, and forecasts of renewal and upsell rates  Understanding of the Post disbursal journey and drive team for portfoliocoverage  Fair understanding of compliance and regulatory framework Recruit, mentor, groom and inspire a world-class team  Establish a rigorous interview process  Set expectations on performance and give feedback  Manage out underperformers  Set up training and mentoring to grow team  Create culture of massive customer delight  Communicate and incant to drive performance cross functions and improveoverall C- SAT and NPS scores for all internal departments and Lendingkart as anOrganisation

skills

Operation Sales

qualification

Any