Monica Arora

Examiner
DISC Type : sc

Head Customer Experience at Hero FinCorp

Delhi, India

Overview

Monica Arora is the Head of Customer Experience at Hero FinCorp, leveraging over two decades of BFSI expertise to drive digital transformation and service quality. A Kumaun University graduate with a Six Sigma Green Belt, colleagues describe her as efficient, systematic, and detail-oriented.

Her professional focus includes enhancing customer satisfaction through digital channels, automation, and process re-engineering. She is praised by colleagues as an incredible boss and a great mentor who is invested in team development and knowledge sharing.

A colleague uniquely described her brilliance and problem-solving skills by comparing her to "chat GPT, " which they defined as "Generous, Piercing, and Thorough. "

Personality Overview

Tough To Convince

Unexpressive

Process Oriented

They are quite aware of their needs and limitations, so they are unlikely to over-promise.  They are heavily focused on quality and prefer doing things the right way, even if it takes time. Being observant comes to them naturally.

Topics They Care About

CX Transformation
Her career is dedicated to designing and implementing CX strategies, managing the customer lifecycle, and using NPS insights to drive customer delight in the financial services industry.
Digital Service Delivery
She has deep expertise in using digital channels, automation tools like chatbots, and CRM systems to enhance customer service and boost operational efficiency.
Process Re-engineering
Specializes in analyzing business processes, identifying gaps, and implementing changes to improve systems and procedures, as demonstrated in her previous roles.

Media Appearances

Monica Arora - Head Customer Experience at Hero FinCorp | The Org. Featured in The Org

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Work History

10-2023
Head Customer Experience at Hero FinCorp
4-2016 - 10-2023
Lead Customer Service at Hero FinCorp
4-2015 - 3-2016
Sr. Manager Customer Service at Hero FinCorp
8-2012 - 9-2013
Senior Manager - Customer Service at Religare Finvest Limited (SME Loans)
5-2010 - 8-2012
Manager - PMO & Quality at Religare Finvest Limited (SME Loans)

Education

2000 - 2005
M.Com from Kumaun University
Education details unavailable from All Saints College - Naini Tal

More Information

Social Presence :

Prographics :

Exp : 19 Location : Delhi, India Job Level : N/A Designation : Head Customer Experience at Hero FinCorp
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Insights For Selling To Monica

During A Call Or A Meeting

DO's

  • First of all, focus on building their confidence by sharing examples, case studies etc.
  • Ask them which other stakeholders would be important for this purchase decision
  • Spend time addressing concerns around risk and change, they will have them even if they don't express them

DONT's

  • Don't be very accepting if that is your natural style, stay firm
  • Don't rely on relationship building even if they act pleasantly
  • Avoid getting into storytelling mode, especially when they ask specific questions

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Monica is

  • Adoption by others is very important to them, followed by confidence in ROI.
  • Will you ever get a clear answer from Monica

  • They are unlikely to say no, it's better to stop yourself once you have exhausted all the options.

Insights For Deal Planning

    How fast (or slow) will Monica move?

  • They don't like to hasten, so their speed of decision-making may be slow.
  • Can Monica take some risk or not?

  • They have little willingness to take risks, and prefer making calculated decisions.

You And Monica

Personality Compatibility


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