Head of Customer Service | Scrabble
Posted on April 22, 2025
Job Description
Job Title: Head of Customer Service
Location: Mumbai
Industry: Wealth Management / BFSI
Experience: 15+ years
Function: Customer Experience | Client Servicing | Operations
About the Role:
We are seeking a seasoned and customer-obsessed professional to lead our Customer Service function at a leading wealth management firm. This role is pivotal in shaping the client experience across HNI, UHNI, and institutional investor segments. The ideal candidate will bring deep expertise from the BFSI sector, a strong service mindset, and the ability to build and scale high-performing teams.
Key Responsibilities:
- Lead and scale the customer service team across voice, digital, and high-touch channels.
- Define and implement service excellence standards for HNI and UHNI clients.
- Collaborate cross-functionally with Relationship Managers, Operations, Technology, and Product teams to deliver a seamless client experience.
- Drive automation and digital transformation in client servicing (CRM systems, ticketing, client dashboards).
- Own key CX metrics including NPS, resolution time, CSAT, and first-call resolution.
- Manage escalations and VIP client concerns with speed, empathy, and professionalism.
- Ensure compliance with all regulatory and risk management frameworks in client communications.
- Coach and develop a team of service managers and frontline executives.
Ideal Candidate Profile:
- 15+ years of progressive experience in customer service/client servicing roles across wealth, banking, wealthtech or BFSI industry
- Prior experience in a Wealth Management or Private Banking setup preferred.
- Demonstrated success in leading large service teams in high-growth or regulated environments.
- Strong knowledge of customer journey mapping, CRM tools, and process automation.
- Exceptional stakeholder management and communication skills.
- High emotional intelligence and customer-first mindset.
What We Offer:
- A leadership role in a fast-growing and client-centric wealth platform.
- Exposure to HNI/UHNI clientele and premium service models.
- Opportunity to drive meaningful change in how clients experience wealth services.