Enterprise Service Head - Customer Operations - Telecom

Job description

INTERNAL ROLE TITLE : VBS Service Head - Circle

Reports to : VBS Head - Circle

Function : Customer Service

ROLE PURPOSE :

To manage and drive the customer service function in order to attain market leadership in the mobile business space in India, through customer satisfaction by delivering delight in the areas of project management, problem resolution & field service through relationship managers.

ESSENCE OF ROLE :

Key Accountabilities :

Impact on the Business : The role holder is responsible for delivering differentiated service to the list of business customers. The incumbent will be responsible to develop and plan service strategies to enhance the competitive position. The primary focus will be to manage complaints from customers within an agreed SLA. The incumbent also be responsible for service management in the account. (S)He would be responsible for project management for both new and transition business. (S)He would own the responsibility for customer retention & jointly own customer credit policies along with the collections team.

Customers Suppliers and Third Parties : The role holder has to constantly be in touch with key customers through formal service reviews and customer forums.(S)he needs to be aware of evolving service needs. The incumbent will be required to be in constant touch with the call center and provide structured feedback.

Leadership and Teamwork : The position is a senior leadership position in the organization and the incumbent would be responsible for customer operations in the circle. The role holder would set goals and targets for the service teams, in consultation with the Enterprise Head - Circle Business Services, and will monitor the performance of the teams on a regular basis. The incumbent would need to establish and maintain relationships with peers from Customer Service, Finance, Consumer Marketing & IT.

Innovation and Change : The incumbent would need to innovate and bring appropriate changes depending on market realities and demands. He/She would be required to provide solutions to the customers on various matters pertaining to their service needs. The role holder is also responsible for sharing of best practices across Circles.

Knowledge and Experience : The role requires in-depth knowledge of customer service, preferably in a Telecom setup. He should be knowledgeable on technology products in a B2B environment. It is preferable that the role holder has some experience with project management.

Communication : The role holder is responsible for service communication for the business services group. Internally, (s) he would be responsible for designing and implementing thematic campaigns to drive service imperatives.

ROLE DIMENSIONS :

- The role holder will be responsible for reducing the churn

- Incumbent will also be responsible for certain elements of revenue in the corporate

- Delivery of agreed SLA- s

- Strong focus on setting up systems and processes and driving marketing strategy by market segments so as to attain market leadership.

TYPICAL OUTPUTS :

- Deliver Customer Delight Index

- KPIs on Delivery of IOIP CC

- Circle Back Office SLA compliance and reduction in Complaints

- Manage churn

- Revenue and upselling targets

COMPETENCY MAP :

- Strategic Orientation

- Systemic approach to Problem assessment and solving

- Ability to manage change

- Results driven

- Customer focused

- Strong Analytical skills

- Knowledge of Customer service of a technology product in a B2B environment, networking and telecom industry

- Must have rich strategic and operational capabilities.

- 12-14 years plus of which at least 2 years should be as a customer service head for a geography in a reputed organization.

- Strong analytical & conceptual skills in problem solving.

- Must have the ability to manage the highest levels of interaction with top levels of management, both internally and externally.

- Experience in working with large teams of senior level professionals and directly reporting team.

- Should be comfortable with change and ambiguity given the dynamic business environment.

- Ability to communicate at multiple levels with both customers and colleagues.

- MBA from a reputed Institute would be highly desirable