Head Customer And Consumer Service

Experian unlocks the power of data to create opportunities for consumers, businesses and society. We gather, analyze and process data in ways others can't. We help individuals take financial control and access financial services, businesses make smarter decision and thrive, lenders lend more responsibly, and organizations prevent identity fraud and crime. For more than 125 years, we've helped consumers and clients prosper, and economies and communities flourish – and we're not done. Our 17,800 people in 45 countries believe the possibilities for you, and our world, are growing. We're investing in new technologies, talented people and innovation so we can help create a better tomorrow.

You will handle RBI & other regulatory complaints. Performing roles and responsibilities as a designated Nodal officer for complaints management unit and managing Internal Ombudsman office and being liaison officer for Internal Ombudsman officer.

Strategic Leadership

• Develop and implement a comprehensive customer and client support strategy aligned with Experian's global standards and local market nuances.
• Oversee departmental performance metrics to ensure top-notch service delivery.

Team Development:

• Recruit, mentor a support team.
• Foster a culture of learning and improvement within the support department.

Partner Collaboration:

• Work with other departments, especially sales and product teams, to gain insights and address client needs.
• Engage with main clients, gathering feedback, and ensuring their concerns and requirements are met.

Process Enhancement:

• Evaluate and improve support processes to enhance efficiency.
• Ensure a seamless experience for customers and clients across all touchpoints

Feedback Loop Creation:

• Establish mechanisms to gather on feedback from both customers and the support team.
• Collaborate with the product and tech teams to guide necessary product enhancements or modifications based on customer feedback.

Compliance and Best Practices:

• Ensure adherence to all regulatory guidelines and maintain the integrity and confidentiality of customer data.
• Stay updated on industry best practices and benchmark service delivery against top standards.Interaction with the Internal Ombudsman and RBI as the Nodal Officer of ECICI.

Resolve complaints raised to Experian and RBI:

Ensure and qualitative replies to complaints raised by consumers and customers to ECICI and RBI and social media etc

More about you (Skills we are looking for)

• Bachelor's degree in business, Management, or a related field. Master's.
• Minimum of 10 years of experience in customer or client support, with at least 5 years in a leadership role.
• Familiarity with the credit information companies or financial services industry is advantageous.
• Experience managing large, diverse teams and driving transformative projects.

Why us

• We are a high-performance and driven team, but we do not forget to celebrate success.
• We offer career and international opportunities for high performers.
• We invest in our products and our people.
• We offer training and support from experienced subject matter experts and managers plus dedicated learning & development time.

• Help clients solve complex business problems makes your heart race
• Consulting is most likely in your DNA
• You enjoy working with senior management to set strategic direction
• You are great at defining goals and approaches for critical assignments.

#LI-Onsite

Benefits package includes:

• Great compensation package and discretionary bonus plan
• Core benefits include pension, Bupa healthcare, Sharesave scheme and more!
• 25 days annual leave with 8 bank holidays and 3 volunteering days. You can also purchase additional annual leave.

Experian Careers - Creating a better tomorrow together

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