Associate Vice President - Customer Service - BFSI

Associate Vice President (AVP) of Customer Service Operations reports to the Director Finance and commercial to maintain the high quality of customer services of the organization.

JOB RESPONSIBILITIES

- Planning and strategizing the objective of customer service department in accordance with the Management/business short-term and long-term goals.

- Contribute in business decision making by critically reviewing the department KPI's to measure performance objectively, meeting different SLA's to cater to services to internal and external customers.

- Developing a Customer Success obsessed team with an understanding of the organizational Business and internal/external customer requirements.

- Adopting and embedding the industry best practices, leveraging emerging technologies and working towards achieving and / or exceeding the industry benchmark.

- Act as key advisor on resource enhancement and develop, assess and implement operational policy, providing guidance for implementation.

- Identifying talent and nurturing it through education and training.

- Do annual budgeting for the department. Assume full responsibility of the customer service as cost center. Effectively work on cost transformation like manpower cost, inventory carrying cost and vendor cost.

- Foster a culture of Innovation and Change through continual improvement in the operational process adopted by the department by working with Senior Management to drive new or improved services, procedures and ideas.

- Be a voice of the customer to the management, interprets the feedback, organize, tabulate and analyze survey results and presents findings to management.

- Administrating the team with the help of department Managers/Deputy manager, ensuring the companies code of conduct is followed and Organizational values are practiced.

ESSENTIAL SKILLS

- Must be detailed oriented, highly organized and able to prioritize prudently in a B2B Customer Service environment.

- Proven track record of using sound judgment in problem-solving and decision making

- Demonstrate effective People Leadership skills, ability to coach and mentor the team.

- Proven ability to lead and manage multiple projects through to completion with minimal supervision

- Ability to work with multiple levels of management internally and with clients

- Assertive, resourceful and uncompromising adherence to company policies/guidelines

- Ability to accommodate and assist clients with unique solutions while working within company guidelines

- Ability to influence and persuade other departments without direct authority and develop a collaborative environment.

- Independent self-starter with a goal-driven attitude

- Ability to design, develop, update and deliver training and quality control programs and materials for employees and managers

- Ability to handle escalated issues to diffuse concerns through verbal and written messages