BFSI/E-commerce background  Head - Customer Service - Non-Voice - BFSI  ONLY Non-Voice (or non-voice with voice, but more than 70-80% in non-voice preferred).  Please note this is a Customer Service role only - client is not shortlisting candidates who have been into Operations, hence request you not to apply if your role has been more into Operations than CS...  Individuals with E-Commerce / BFSI background are preferred.  This is a senior position and reports directly to the CEO.  Our client, No. 1 in its domain, with 4000 plus employees, 200 locations across India is looking to hire passionate, customer service oriented Head of Customer Service. The client has a joint venture with a foreign MNC which has helped them adopt international practices in client and investor servicing.  Job Location - Hyderabad  Position - Head Customer Service (Non-Voice)  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   - 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

Hyderabad

Head - Customer Service - Non-Voice - BFSI 

Head - Customer Service - Non-Voice - BFSI  ,Job Description for Head - Customer Service - Non-Voice - BFSI  in Mithra HR Consulting in  Hyderabad for (17-25) years of experience. Apply Now!

Job Description for Head - Customer Service - Non-Voice - BFSI  in Mithra HR Consulting in  Hyderabad for (17-25) years of experience. Apply Now!