AVP Client Servicing
Job Objective : The objective of this role is to lead overall customer experience and servicing initiatives for HNI portfolio (B2C) and enabling user engagement aligned to business growth plan.
Job Role : - Provide Strategic Leadership :- Develop and implement strategy for B2C up selling to maximize growth opportunities, strengthen market share and maximum customer retention.
- Provide strategic framework to the team for achieving desired key matrices including C-SAT, NPS and Renewal targets from the assigned portfolio.
Consultative Customer Management :
- Responsible for enhancing customer experience on the platform by driving process improvements and excellence matrices within the team and ensuring continuous client engagement and optimization of product mix.
- Develop and nurture deep relationships with leadership and key stakeholders of assigned business and formulate plan to ensure business growth.
Drive Change for Excellence :
- Drive continuous improvement in operational processes for a benchmark client delivery & engagement through continuous success.
- Build & Strengthen market intelligence & analytics for identification of opportunities, effective client solutions and conversion.
Be an Escalation Ambassador : Provide strategic inputs and collaborate with Product & Delivery teams for product innovation and enhanced market competitiveness by resolving specific customer escalations
Required Skills :- Good business acumen
- Strong strategy and implementation orientation.
- Excellent people orientation
Desired Skills :- Prior expertise in B2C sales/Customer Servicing / Escalation management
- Solution oriented with effective problem solving skills
- Knowledge of various online portals will be an added advantage
Must Have :- Past experience in Client servicing & Delivery
- Large Team Handling expertise
- Process Excellence Know how
- Hands on experience in managing CSAT & NPS Score