Senior Manager - Customer Experience

About Credit Saison India

Established in 2019, Credit Saison India (CS India) is one of the countrys fastest growing Non-Bank Financial Company (NBFC) lenders, with verticals in wholesale, direct lending and tech-enabled partnerships with Non-Bank Financial Companies (NBFCs) and fintechs. Its tech-enabled model coupled with underwriting capability facilitates lending at scale, meeting Indias huge gap for credit, especially with underserved and under penetrated segments of the population.

Credit Saison India is committed to growing as a lender and evolving its offerings in India for the long-term for MSMEs, households, individuals and more. Credit Saison India is registered with the Reserve Bank of India (RBI) and has an AAA rating from CRISIL (a subsidiary of S&P Global) and CARE Ratings.

Currently, Credit Saison India has a branch network of 80+ physical offices, 2.06 million active loans, an AUM of over US$2B and an employee base of about approx ~2000 employees.

Credit Saison India is part of Saison International, a global financial company with a mission to bring people, partners and technology together, creating resilient and innovative financial solutions for positive impact. Across its business arms of lending and corporate venture capital, Saison International is committed to being a transformative partner in creating opportunities and enabling the dreams of people.

Saison International is the international headquarters (IHQ) of Credit Saison Company Limited, founded in 1951 and one of Japans largest lending conglomerates with over 70 years of history and listed on the Tokyo Stock Exchange. The Company has evolved from a credit-card issuer to a diversified financial services provider across payments, leasing, finance, real estate and entertainment. Based in Singapore, Saison Internationals global operations span over Singapore, India, Indonesia, Thailand, Vietnam, Mexico, Brazil, with active investments in debt, equity, corporate venture capital, and technology.

Job Overview

Lead the framework for identifying, tracking, and resolving grievances arising from debt recovery activities across KSFs product lines. Will act as the bridge between the field collection teams (and third-party agencies) and the formal grievance redressal system (Customer Experience Team) ensuring every complaint is treated as a process-improvement opportunity.

Key Responsibilities

1. Grievance Strategy & Governance

• Framework Design: Establish and maintain a robust Complaint Management System (CMS) specifically for the Collections vertical.
• Policy Compliance: Ensure all collection practices align with the Fair Practices Code (FPC)/Code of Conduct (COC) & regulatory mandates regarding harassment, timing of calls, and data privacy.

2. Complaint Resolution & Escalations

• Root Cause Analysis (RCA): Deep-dive into recurring complaints to identify systemic issueswhether they stem from specific agencies, scripts, or product lines.
• High-Value Escalations: Take direct accountability for Leadership or Regulatory complaints (e.g., from the CEO/CXO, Ombudsman or consumer courts).
• TAT Management: Ensure all complaints are resolved within the stipulated Turnaround Time (TAT), maintaining high quality in written and verbal communication.

3. Agency & Vendor Oversight

• Consequence Management: Implement a penalty or "blacklisting" framework for agencies that consistently generate valid complaints or violate the code of conduct.
• Training: Collaborate with training teams to design "Soft Skills & Ethics" modules for field and tele-calling staff.

4. Analytics & Reporting

• Dashboard Management: Present monthly grievance snapshots to senior leadership, highlighting agency level, product level, category level region level trends. Use the data to analyse specific "Risk Areas"

Experience in Asset Disposal & Pool Sale

Asset Disposal Immovable

• Clear understanding & handling of immovable assets, repossessed to disposed.
• Identification & Empanelment of Vendors for Disposal.
• Set up the process for Auction
• Automation of the required MISs
• Vendor Management from Valuation to Online Portals
• Drive numbers via disposal of assets

Pool Sale

• Interact with ARCs/NBFCs for the identified pool for sale
• Wing to wing closure on the post pool sale activities

Key Performance Indicators (KPIs)

Metric

Target / Objective

Complaint Volume

Reduction in month-on-month (MoM) complaints

First Time Resolution (FTR)

FTR - Percentage of complaints resolved in the first interaction.

Qualification & Experience

• Education: MBA (Finance/Marketing) or Postgraduate degree.
• Experience: 812 years in Banking/NBFC collections, with at least 8 years specifically in Collections or Grievance Redressal.
• Skills:
• Efficient in Process Set-ups, Transaction Monitoring/Call Quality, Process Re-engineering, People & Stakeholder Management
• Excellent negotiation and "de-escalation" skills.
• Proficiency in CRM tools (Salesforce, CRMnext) and data visualization (PowerBI/Tableau).