Head Customer Service [Group Head] @Hyderabad

Position         :    Head Customer Service

Reports to     :    CEO

Qualification :    MBA – From a reputed University

Experience   :

1. 17+ years of experience across Customer Service Operations.  
2. Minimum 10 years of Customer Service Experience and currently heading the Customer Service vertical

Brief Job Description: 

• Customer Service Operations & Service Excellence
• Responsible for setting up and scaling the Customer Service Operations and Service Excellence
• To Manage customer service for all the Business Verticals of the company
• Manage End to End Service Delivery and ensure world class service experience to the clients/Investors
• To ensure Service Delivery in conjunction with the Service Delivery Managers and Business Unit Heads
• Timely & accurate Reporting / Management Information analysis - For Clients, Management.
• TAT Management, Process Improvements, Regulatory Compliance, Audits- Process/Transactional Level , Overall MIS
• Deliver high quality service through all touch points for the Clients/Investors and Responsible for quality of response & TAT
• Responsible for first time best resolution & elimination of scope for escalations
• Effective budget allocation and management of overall cost of service Customer Service, churn management, customer service operations and service operations

Customer Service Strategy & Way Forward:

• To design customer service strategy and initiatives in line with the objectives of the company and ensure that Organizations Customer Service is benchmarked across the industry
• To enhance the Service Reach/Access, collaborating with the respective Business Heads
• To build and work in tandem with Technology team for scaling up innovative modules for Predictive Customer Behaviour and understand the pattern on kind of issues or escalations
• Client feedback
• Prompt qualitative response to query from Clients & Customers
• Manage Dash board of activities in time & take corrective action based on it
• Team Management – Ensure Learning Initiatives, Adherence to discipline, punctuality and compliance by the team & Attrition Management
• Optimizing Staff cost & Operational costs

Key deliverables:

• Customer & Client satisfaction – Feedback & number of escalations 
• SLA management
• Team management
• Cost optimisation for team

Competencies/ Skills Required :

• Customer centric & relationship management
• Experience in Non Voice Customer Service operations(Email/Chat etc.)
• Cost Management
• Team Management