Lead - Customer Service

Aditya Birla Group

📍 Thane, Maharashtra, India 💼 Full-time 🕒 Posted June 08, 2026

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Job Description

Role Purpose
Drive customer service excellence by leading operations, managing escalations, and improving customer experience across all touchpoints in the NBFC business.
Key Responsibilities
Lead end-to-end customer service function across channels 
Own customer experience metrics and ensure consistent SLA adherence.
Manage a team of executives; drive productivity, quality, and engagement.
Handle complex/high-value customer escalations and ensure closure.
Analyze customer feedback, complaints, and service data to identify improvement areas.
Work closely with cross-functional teams (Sales, Credit, Collections, Ops, Tech) to resolve issues and streamline processes.
Drive process improvements and automation initiatives to enhance service efficiency.
Ensure compliance with RBI guidelines and internal policies.

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Job Details

Location Thane, Maharashtra
Job Type Full-time
Category Supervisors of Office and Administrative Support Workers
Posted Date June 08, 2026
Application Deadline July 18, 2026