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

Sr. DotNet Developer- UK - 10 yrs - 14 yrs experience

This position is a lead level role which involves the production of the bulk of core game architecture for all our titles. A suitable person for this role will have at least 10 years programming experience and will have led their own team of engineers to achieve varied goals for various customers. The role involves working with the Head of Development to produce agile but reliable, reusable code in answer to the requirements of these customers.

As part of this role, you will be expected to contribute to the design, implementation, maintenance, and support the framework and API’s. You will need to have excellent written and verbal communication skills as you will need to communicate effectively across multiple disciplines or varying technical competence.

The client works with an Agile approach, so you will be expected to participate in daily stand-ups, retrospectives and post-mortems.

SKILLS

MANDATORY:

• Highly proficient in C# (ideally .net 2.0 -> .net4.0).
• Extensive knowledge of Object Oriented Design.
• Good grounding in data structures.
• Experience with performance optimization.
• Experience of Unit testing and mocking frameworks.
• Exposure to CI/Automated building (Maven, Gradle, Ant).
• Experience with Agile development
• Excellent problem solving abilities.
• Excellent verbal and written communication.
• Good team player.

Desirable

• Proficiency in another language such as Java, Objective C or C++.
• Experience of working on commercial video games.
• Experience with Unity, and native plugins.
• Understanding of multi-threaded environments.

Beneficial

• Knowledge of AS3, AIR/Flash, and ANEs. Or the willingness to be exposed to such technologies.

Peoplesoft Travel and Expense Financial Consultant - 3 - 5 Years @ Gurgaon - C2H

Designation : Financial Consultant (T & E)

Role : Financial Consultant

Module : Peoplesoft Travel and Expense

Location : Gurgaon

Total Experience : 3 to 5 years

Relevant Experience : 3 Years

Sector: Financial Services

Industry: Insurance

Job Description :

1) Good knowledge in Travel and Expense, Asset management ,Account Payable 

2) Work Experience in atleast one Implementation Project of Travel and Expense

3) Having good knowledge in Peopletools, Peoplecode, SQR, Application Engines

4) Good concept of Functional modules like Billing, Accounts Recievables