Job Location - Hyderabad  Salary - Upto 60 Lakhs  Position - Head Customer Service  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 Client  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  Educational Qualification :  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  About Client :   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. Company 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. Company 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.  Company is the first organization, in its line of business, to achieve the distinction of receiving an ISO 9002 certification and have now migrated to ISO 9001:2008 standards, for quality management systems, certified by DNV. We have also been awarded ISO 27001:2013 certification by DNV, for our high standards with respect to information security and management system. Head quartered in Hyderabad, India,

Hyderabad

Head - Customer Service - Investor Servicing Firm 

Head - Customer Service - Investor Servicing Firm  ,Job Description for Head - Customer Service - Investor Servicing Firm  in Jobzgate HR Solutions in  Hyderabad for (17-25) years of experience. Apply Now!

Job Description for Head - Customer Service - Investor Servicing Firm  in Jobzgate HR Solutions in  Hyderabad for (17-25) years of experience. Apply Now!