Only female candidates eligible - Full time MBA  Accountabilities and responsibilities:  Projects:  - Responsible for all channel improvement projects, this includes rollout of web chat and telephony integration  - Develops the approach for new channels such as video based service interactions and works with the vendor to define the service model.  - Owns the development of social collaboration, enhancing this from merely a question based discussion into something whereby status reporting and logging of issues can occur through this channel  - Owns project budgets in relation to service enhancements ~Euro 1m  Operations:  - Own the channels for the user contacts we process each year  - Drive up / maintain satisfaction of people services through ensuring appropriate channels of interaction are available for right time and right place  - Drive efficiency through ensuring that channels use data that is already available to the organisation to route the user intelligently  - Manages and moderates social media channels such as Chatter  - Accountable for the delivery of all service channel capability from multiple global suppliers  - Build and manage relationships with the global suppliers, and wider Employee Services – Technology teams.   - Take employee feedback initiates action to maintain or improve service channels  - Responsible for ensuring service continuity when there are critical outages within the service channels  - Work with providers to deliver channel innovation, for example the rollout of web chat  - Ensure that IT Service Desk channels are delivered to the business in accordance with agreed service levels and user satisfaction targets.  - Monitor channel performance ensuring that KPIs like time to answer contact hit their targets  - Regularly review channel performance and in conjunction with vendors use technology to vary the mix.  - Acts as the final point of escalation for channel issues  - Ensure that new services are delivered to the business in accordance with agreed service levels and satisfaction targets  - Manage and operate the channels ensuring capacity is consistently monitored and that performance is within tolerance  - Works in conjunction with the Customer Operations Managers to deliver users to the correct channel  Key Interfaces:  - Suppliers: multiple regional suppliers  - Customer Operations Managers  - Geography IT Teams  Relevant Experience: 	 - Is familiar with all aspects of Service delivery.  - Shows a good understanding of applicable project management standards and procedures   - Displays good inter-personal skills at all levels of contact and in a wide variety of situations.  - Has the necessary experience and cultural awareness to work with a geographically dispersed and global team. Specifically relevant are:  Desirable:  - Team Leadership  - Service Management  Key Skills:  - Holding People Accountable  - Organisational Awareness  - Strategic Influencing  Utpal  9971327992

Bangalore

AVP/VP - Customer Service Delivery - FMCG/F&B/Durables 

AVP/VP - Customer Service Delivery - FMCG/F&B/Durables  ,Job Description for AVP/VP - Customer Service Delivery - FMCG/F&B/Durables  in Endeavor Consultancy Services in  Bangalore for (10-18) years of experience. Apply Now!

Job Description for AVP/VP - Customer Service Delivery - FMCG/F&B/Durables  in Endeavor Consultancy Services in  Bangalore for (10-18) years of experience. Apply Now!