Head of Customer Service

A leading Financial Services organization is seeking an experienced Head of Customer Service to lead its customer experience function. The successful candidate will be responsible for developing customer service strategies, improving customer satisfaction and retention, leading high-performing teams, and ensuring exceptional service delivery across all customer touchpoints.

• Develop and implement customer service strategies, policies, and processes to improve service quality and customer satisfaction.
• Lead, mentor, and manage the customer service team to achieve established KPIs and service standards.
• Oversee customer complaints, escalations, and resolution processes to ensure timely and effective outcomes.
• Analyze customer feedback, service metrics, and operational data to identify trends and drive continuous improvement initiatives.
• Collaborate with Operations, Product, Compliance, and Technology teams to enhance the overall customer experience.
• Develop customer retention and engagement strategies to improve loyalty and satisfaction.
• Monitor CRM systems and customer service performance to optimize operational efficiency.
• Prepare regular reports on customer service performance and recommend strategic improvements.
• Ensure compliance with company policies, regulatory requirements, and customer service best practices.
• Foster a customer-centric culture across the organization.

• Bachelor's Degree in Business Administration, Marketing, Mass Communication, or a related field.
• Minimum of 5 years' experience in customer service or customer experience management.
• At least 2 years' experience in a leadership or managerial role.
• Financial Services or Fintech experience is mandatory.
• Strong knowledge of CRM systems, customer service frameworks, complaint resolution, and customer retention strategies.
• Excellent leadership, communication, stakeholder management, and problem-solving skills.
• Strong analytical and organizational abilities with a customer-focused mindset.

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