As the Senior Executive, you will be responsible for overseeing the entire customer care operation within the department. This includes managing a team of Customer Care Executives (CCEs) and ensuring the highest level of customer satisfaction. Your role will involve strategic planning, performance evaluation, and implementing innovative solutions to enhance our customer care services. • Lead and mentor a team of CCEs, providing guidance and support to ensure excellent customer service. • Develop and implement strategies to improve customer satisfaction and retention rates. • Monitor and analyze customer feedback to identify areas of improvement and implement necessary changes. • Oversee the efficient handling of customer inquiries, ensuring timely and accurate resolutions. • Collaborate with other departments to ensure a seamless customer experience across all touchpoints. • Stay updated with industry trends and best practices in customer care to drive continuous improvement. • Manage and optimize the department's budget, ensuring efficient resource allocation. • Conduct regular performance evaluations and provide constructive feedback to team members. • Ensure compliance with company policies and procedures, maintaining a high standard of professionalism. • Represent the company at client meetings and industry events, building strong relationships. • A minimum of 8 years of experience in a customer care leadership role, preferably in the BFSI industry. • Proven track record of successfully managing and leading a customer care team. • Excellent communication and interpersonal skills, with the ability to build strong relationships. • Strong analytical and problem-solving abilities, with a data-driven approach to decision-making. • Proficiency in using customer relationship management (CRM) systems and other relevant software. • Ability to work independently and manage multiple priorities in a fast-paced environment. • Excellent time management and organizational skills, with a focus on attention to detail. • Strong leadership qualities, including the ability to motivate and inspire a team. • A proactive and innovative mindset, with a passion for continuous improvement. • Bachelor's degree in Business Administration, Customer Service, or a related field.