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 Karvy Computershare  - 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  - 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 Behavior 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 optimization 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

Karvy - Head - Customer Service Operations & Service Excellence 

Karvy - Head - Customer Service Operations & Service Excellence  ,Job Description for Karvy - Head - Customer Service Operations & Service Excellence  in Karvy Computer Share Pvt Ltd in  Hyderabad for (17-20) years of experience. Apply Now!

Job Description for Karvy - Head - Customer Service Operations & Service Excellence  in Karvy Computer Share Pvt Ltd in  Hyderabad for (17-20) years of experience. Apply Now!