Assistant Vice President - Client Servicing - BFS/BPO

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