Head - Customer Service - BFS

Head Customer Service

- Supervising, guiding and motivating a various team in Customer Service.

- Overall responsibility for all business units that operate from the CS Centre. Handling various LOB's in CS.

- To provide optimum service experience to the customers in a consistent manner through timely resolution of issues.

- Ensure regular training of the team to meet service requirements consistently in an effective manner.

- Adherence to service & quality benchmarks, to provide world-class service experience for customers

- Strict adherence to process Turn Around times and also adhere to commitments made to the client.

- Work closely with the Quality team to provide periodic feedback to Team coaches and Team managers.

- Meeting Process SLA and ensuring team member and process KRA's are achieved.

- Data analysis to identify improvement opportunities in the process.

- Work with the Projects team on reduction of customer interactions.