Chief of Customer Experience Officer (High-Volume Operations)

Job Title: Chief of Customer Experience Officer (High-Volume Operations) Company: Anthroplace Consulting Job Category: Machine Learning Roles & Responsibilities: Key Responsibilities: * Enterprise Strategy \& Ownership: Define and execute customer experience and operations strategy, translating business objectives into operating plans, budgets and measurable enterprise outcomes. * Multi\-site \& People Leadership: Lead multiple centres through site heads and functional leaders; manage large, multi\-layered teams across operations, quality, training, workforce management and frontline functions. * Customer Onboarding \& Support: Improve application\-to\-activation conversion, verification and documentation turnaround, omnichannel support, grievance resolution, first\-contact resolution and customer satisfaction. * Recovery \& Collections: Drive delinquency\-bucket performance, contactability, resolution rates, collections productivity and cost\-to\-collect while ensuring responsible and compliant recovery practices. * AI\-led Transformation: Drive the adoption of Generative AI, Agentic AI, Machine Learning, Conversational AI and intelligent automation across onboarding, customer service and recovery operations. * Process \& Operational Transformation: Re\-engineer high\-volume processes, reduce manual dependencies, standardise controls and enable business growth without proportional increases in headcount. * Cost Optimisation: Improve cost\-to\-serve, cost\-to\-collect, workforce capacity, vendor economics and technology ROI without compromising customer experience or compliance. * Governance \& Compliance: Establish executive dashboards, operating reviews, audit controls and vendor oversight while ensuring data privacy, regulatory compliance and responsible AI adoption. * Field Engagement: Travel extensively across operating locations, conduct operational reviews and audits, coach senior leaders and drive continuous improvement and succession planning. Note: The role requires frequent travel to the company's operating locations across India. Work Location: Kolkata, India Availability: Full time

Position: Chief of Customer Experience Officer (High\-Volume Operations) Experience: 15\+ years Required Experience \& Qualificaton: * 15\+ years of experience in customer operations, recovery/collections, customer lifecycle management or large\-scale business transformation, including substantial senior leadership responsibility. * Proven experience managing large, multi\-layered and multi\-location teams with accountability for business, operational, customer and financial outcomes. * Strong experience across customer onboarding, customer support and recovery/collections, preferably in lending, NBFC, banking or fintech. * Strong understanding of AI, automation, analytics, process re\-engineering and technology\-led operating models. * Bachelor's degree in Business Administration, Finance, Engineering, Operations or a related discipline. MBA or relevant postgraduate qualification preferred. Key Skills: Machine Learning Salary: Not disclosed