Head - Contact Center & Customer Service - BFS

Our client is looking for a self-driven individual who is equally passionate about customer centricity & digital adoption.

This is a senior leadership position involving Service delivery management, people management, stakeholder management, performance management, transition management, project management, process design and re-engineering, AOP/Budget management and Fraud Management.

The right candidate possesses a to-do attitude and out-of-the-box imagination and leans on cutting-edge technology solutions to solve customer issues.

You will own the strategy, planning, implementation and measurement of all contact centre initiatives resulting in customer delight and customer lifetime value.

While in the driving seat of customer obsession, you will be required to be on top of process re-engineering, call deflection, call elimination, exceptional NPS, Servicing through bots, re-imagination of IVR and exceptional service quality standards by closely working with respective stakeholders.

Key Responsibilities:

- Building, leading and managing multi-geography voice and non-voice customer service teams, with strong Execution, Delivery, & Stakeholder Management skills.

- Defining, implementing, and monitoring processes and performance measures in a customer service/operational environment

- Building high-performing teams

- Planning and managing Transitions/Change

- Leveraging Lean Six Sigma Principles for Process Improvement

- Authoring contract documents, including SLAs, statements of work along with rewards & penalties.

- Controlling and regulating vendor performance, co-development of functionality and operations.

- Understanding the interrelationship of processes, technologies, and people and building strategies to drive customer delight.

- Governance: Ensuring adherence to various policies, SOPs reflecting entire process flow, cross-training for smooth team deliverables.

- Drive technology, digitization and machine learning to redefine operational excellence and customer experience through automation.

- Leverage depth of digital services (Artificial Intelligence, RPA, interactive/scripted, analytics) and deploy solutions at scale.

- Driving traffic generation initiatives across omnichannel platforms like social media, mobile apps, WhatsApp and websites.

- Contact centre capacity planning & forecasting - a sound understanding of the right bench strength to manage volume spikes and drops.

- Deep understanding of new service automation tools & technology offerings including bots, CRMs, communities & digital means of servicing.

- Align technology, marketing, operations, legal, compliance and senior management to the plans for timely implementation.

- Deep understanding of customer needs, and ability to re-imagine processes by keeping customers at the heart of service delivery. Should be able to rework structured and unstructured communications including scripts & templates.

- Large team management, across in-house and partner sites. Ability to interact and lead a team of middle managers and drive a number-based outcome.

- Hands-on with complaint management & prioritization between urgent and important.

Qualifications and experience :

- PGDM / MBA from premium institutes with greater than 10 years of experience

- Having a track record of being involved and managing customer service-centric operations for the last 5-7 years