28 Motilal Oswal Financial Services Jobs in Mumbai

Key Responsibilities:

• Customer Journey Mapping: Analyze and map the customer journey to identify pain points and improve touchpoints.
• Process Improvement: Develop strategies to enhance customer interactions across all channels (calls, emails, chat, etc.).
• Feedback Management: Collect, analyze, and act on customer feedback to improve satisfaction and retention.Escalation Handling: Oversee complex customer issues and provide solutions to ensure resolution.
• Performance Tracking: Monitor key metrics like CSAT, NPS, and resolution time to identify improvement areas.
• Collaboration: Work with sales, marketing, and product teams to align customer experience goals.
• Training & Development: Conduct regular training sessions to upskill teams on customer interaction best practices.

Key Skills & Qualifications:

• Proven experience as a Customer Experience Manager, Customer Support Manager, or similar role.
• Strong understanding of customer journey mapping and service design principles.
• Excellent communication, problem-solving, and conflict resolution skills.
• Proficient in CRM tools like Zendesk, Freshdesk, or similar platforms.
• Analytical mindset with experience in data-driven decision-making.
• Ability to manage teams and lead cross-functional collaboration.

Preferred Qualifications:

• Experience in the stock market, financial services, or SaaS industry.
• Familiarity with customer engagement platforms and feedback tools.

Success Metrics:

• Improvement in CSAT (Customer Satisfaction Score).
• Reduction in average resolution time.
• Increase in customer retention and renewals.