We are seeking a dynamic and strategic leader to join our team as the Head of Service Excellence. This role is crucial in driving exceptional customer experiences and ensuring the highest level of service quality across our organization. The ideal candidate will possess a proven track record of enhancing customer satisfaction, optimizing processes, and fostering a culture of service excellence.

Responsibilities:

- Develop and execute a comprehensive service excellence strategy to meet and exceed customer expectations.

- Lead, mentor, and inspire a team dedicated to delivering exceptional customer service across all touchpoints.

- Collaborate with cross-functional teams to identify areas for service improvement and implement effective solutions.

- Define key performance indicators (KPIs) and establish performance goals to measure and track service quality.

- Analyze customer feedback, service data, and market trends to identify opportunities for enhancement.

- Implement best practices and processes that ensure consistent and high-quality service delivery.

- Drive innovation in customer service approaches, incorporating technology and automation where appropriate.

- Monitor industry benchmarks and competition to maintain a competitive edge in service offerings.

- Partner with training and development teams to enhance staff capabilities in delivering outstanding customer experiences.

- Cultivate a customer-centric culture throughout the organization by promoting service excellence values.

- Prepare and present regular reports to senior management, highlighting service performance, trends, and recommendations.

Qualifications :

- IIM / Bachelor's degree in Business, Management, or related field (Master's preferred).

- Proven experience (10+ years) in a senior leadership role focused on service excellence.

- Demonstrated ability to develop and execute strategic initiatives that positively impact customer satisfaction.

- Strong analytical skills with the ability to interpret data and make informed decisions.

- Excellent communication and interpersonal abilities to collaborate effectively across departments.

- Adept at leading and motivating teams, fostering a culture of continuous improvement.

- Innovative mindset with a keen interest in exploring new technologies and methodologies.

- Exceptional problem-solving skills, able to navigate and resolve complex challenges.

- Proficiency in utilizing customer relationship management (CRM) systems and service-related software

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