Head - CSD - Telecom - East India

Head CSD - Telecom - East India

Emprise HR Solutions is a leading Executive Search Firm catering to various industries.

We are looking for suitable candidates for the following role :

Position : Head - CSD

Company : Aleading Pan India Telecom Player

Geography : East India

Base Location : Kolkata

Key Individual Accountabilities :

Service Leadership :

- Setting the customer service direction for customer service team and other functions in the circle

- Delightful service experience through all touch points e.g. -

- Call Centre, Retail Points, Agency FOSs

- Driving and achieving CSAT

- Ensuring quality of resolution thru the contact centres.

- Initiating new customer engagement and Churn management programs to minimize the customer churn

- Service Provisioning and Collection

- Ensuring error free service provisioning

- Deploying collections and retention's process

Cost Optimization :

- Ensuring overall service cost is within the given AOP

- Minimizing billing & collection cost and bad debts

- Shared Responsibilities with other circle CSD heads

- Share knowledge on best practices across circles With the corporate CSD

- Ensuring VOC capturing and Feedback to Corporate team for Process improvement

- Learn industry best practices and share new initiatives in circle CSD

- Ensuring laid down process compliance at Circle level

- Ensuring legal and regulatory compliance for the circle

Other Responsibilities :

- Review customer process and improvement

- Review performance in all CSD sub verticals

- Monitoring all Customer facing processes regularly

- Review VOC and taking corrective actions

Parameters for Success :

- Financial Metrics

- Performance vs. forecast/budget

- Total revenue

- Service revenue

- ARPU

- Average MOU's

Profitability :

-EBITDA

- Capex

- Opex

Operational Metrics :

- CSAT Score

- Customer churn(Pre & Post pay)

- Cost to serve per customer

- Quality score on key processes

- Collection and bad debts targets

Desired Competencies :

- Innovative & Strategic thinking for creating systems/ processes

- Knowledge of customer care service operations in other industry

- Understanding of call centre parameters, operations and technologies

- Creation of process compliance and resourcefulness

- Expertise in managing customer life cycle management

- Expertise in statutory compliance

- Excellent understanding of business opportunities

- Research orientation for constant improvisations

Behavioral Competencies :

- Drive for Result, Customer focus,

- People Development,

- Building Effective Teams,

- Dealing with Ambiguity,

- Timely Decision Making