Backoffice Operations (DGM - Customer Service)

The main objective of this profile is :

- To provide leadership, direction and support to the VF & partner teams involved in the back office operations at CBO & circles

- Smooth roll-out and operations of service recovery process

- Projects & initiatives to improve customer experience e.g. TAT reduction / WCOM experience

- To ensure qualitative delivery of the CSG KPIs

- Forecast & manage cost within budgets

Essence of role - Key Accountabilities :

- CSG KPIs Ensure all the KPI and SLA are met

- Complaints reduction

- Quality of closure - audits score

- CSAT /TNPS - NFLC / Re-poll

- FCR

- TATs

CSG Operation :

- Design delivery model & ensuring operationalization of Back Office

- Driving circle requirements for speedy implementation at corporate

- Drive automation & cost effectiveness

- Roll out and replicate Best Practices and Rollout New / existing process changes to ensure standardization

- Collaboration with Training and Quality for delivering CXX

CSG Partner Management :

- Engagement at the top management level with the partner

- Ensure Vodafone Values & HSW are implemented at Partner Sites

- Define & implement governance model for partner engagement and reviews

People Engagement Engagement with :

- SME teams at Partner Site

- Various Stakeholders within Corporate

- With Circle Back office teams

- Implementing various Operational guidelines to provide high performance outputs. Guide and set growth path for the team

Role Dimensions :

- CBO operations

- Service Recovery Operations

- Circle Back office Operations

- Goal setting for CSG Heads / SMEs

- CS score card parameters

Experience :

- 8 - 10 Years in back office management

- 5 years in managing large teams

- Partner Management

- Desired attitudes or behaviors

- Creative and Articulate

- Assertive and Influencing

- Conflict Management

- Leader and an achiever

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