We are looking for Head - Customer Service and Excellence based out of Hyderabad.  Our Client is the largest registrar and a market leader, servicing over 70 million investor accounts spread over 1300 issuers including banks, PSUs and mutual funds. With a work force of around 4000 experienced professionals drawn from various disciplines.The organisation has emerged as a market leader in Investor Servicing in the country by offering its services through its network of 203 Branches + 200 locations spread across the country. Our Client has set new benchmarks in Investor Servicing by establishing performance standards for its Service Delivery. The company has developed and enhanced its Service Delivery through structured and custom built training and development initiatives.  Job Description:  a. Responsible for setting up and scaling the Customer Service Operations and Service Excellence  b. To Manage customer service for all the Business Verticals of Karvy Computershare  c. Manage End to End Service Delivery and ensure world class service experience to the clients/Investors  d. To ensure Service Delivery in conjunction with the Service Delivery Managers and Business Unit Heads  e. Timely & accurate Reporting / Management Information analysis - For Clients, Management.  f. TAT Management, Process Improvements, Regulatory Compliance, Audits- Process/Transactional Level, Overall MIS  g. Deliver high quality service through all touch points for the Clients/Investors and Responsible for quality of response & TAT  h. Responsible for first time best resolution & elimination of scope for escalations  i. Effective budget allocation and management of overall cost of service Customer Service, churn management, customer service operations and service operations  2. Customer Service Strategy & Way Forward:  a. 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  b. To enhance the Service Reach/Access, collaborating with the respective Business Heads  c. To build and work in tandem with Technology team for scaling up innovative modules for Predictive Customer Behavior and understand the pattern on kind of issues or escalations  d. Client feedback  e. Prompt qualitative response to query from Clients & Customers  f. Manage Dash board of activities in time & take corrective action based on it  3. Team Management - Ensure Learning Initiatives, Adherence to discipline, punctuality and compliance by the team & Attrition Management  4. Optimizing Staff cost & Operational costs   1. Customer & Client satisfaction - Feedback & number of escalations  2. SLA management  3. Team management  4. Cost optimisation for team  Educational Qualification:  1. MBA - From a reputed University  Work Experience required:  - 17+ years of experience across Customer Service Operations. Minimum 10 years of Customer Service Experience and currently heading the Customer Service vertical  Competencies/ Skills Required :  Customer centric & relationship management  Experience in Non Voice Customer Service operations (Email/Chat etc.)  Cost Management  Team Management  Meenakshi Bhargava

Hyderabad

Head - Customer Service & Excellence - BFSI 

Head - Customer Service & Excellence - BFSI  ,Job Description for Head - Customer Service & Excellence - BFSI  in Kyros Consultants in  Hyderabad for (16-18) years of experience. Apply Now!

Job Description for Head - Customer Service & Excellence - BFSI  in Kyros Consultants in  Hyderabad for (16-18) years of experience. Apply Now!