Head - Customer Service - Financial Services Firm

Head - Customer Service | US Based Financial Services Giant

Job Summary :

- Establish a high standard for productivity, quality, and customer service along with defining user guidelines.

- Develop company systems for customer interaction and voice response, and control the implementation process.

About the company :

Our client is a Fortune 500 company based out of the US and one of the largest financial services and insurance companies in the world.

Key Responsibilities :

- Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance, and scheduling expenses.

- Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.

- Summarize, collect, and analyze call center trends and data for regular performance reports.

- Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.

- Define, establish, and meet CS and call center metrices.

- Establish quality and operational standards and manage them.

- Communicate with cross functional teams, understand the business dynamics, and run the business function.

The successful candidate :

- Must have gravitas and experience in dealing with US stakeholders.

- Must have 18+ years of relevant work experience with minimum 12+ years of call center experience and 5+ years of leading 50+ staff.

- Insurance background and diversity profile is preferred.

- Should have experience in leading processes, delivering completion on or before deadline.

What's on offer :

- Chance to work with a US based Fortune 500 company.

- Working directly with the CXOs.

- Driving the entire Customer Service Operations Strategy for the organization.