Unity Small Finance Bank - Deputy Head - Customer Support Operations

Deputy Head - Customer Support Operations
Location: Mumbai
What you will be doing :
- Reporting to the Head of O&S, transform our early-stage operations and support into a scalable, first-rate 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 meeting 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 end to end customer experience.

- Proactively drive root-cause 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.
Candidate Requirements:
- 8 to 10 years of experience with minimum 4 years of experience managing big scale operations (100+ people) in a hi-growth banking environment, including different channels of customer communication.

- Highly data driven, ability to deep dive 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 multi-task, prioritize, manage time effectively and think outside the box.
- Ability to work under pressure in a fast-paced environment, with a strong focus on customer satisfaction.
- High-energy and goal-driven personality, focused on achieving big things in half the time that it takes most people.
- Excellent communication, engagement and people development skills.
- Bachelor's/master's degree from a reputable University is a must.
We consider as 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.