Head - Customer Service - BFSI

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

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