Head - Service Operations - Matrimony

Role: Head - Service Operations, Privilege Matrimony

Reporting: Business Head / VP - Privilege Matrimony

Objective:

The incumbent is responsible for the entire gamut of Service Operations of Privilege Matrimony - He will lead a team of Regional Service Managers, Customer Relationship Managers and Relationship Managers across Pan-India -

Responsibilities:

- Establish Service Standards, SLAs, systems, structure and procedure to provide effective Customer Services to all Privilege Matrimony Customers -

- Build Service Delivery Team cross the country with a team of Regional & Relationship Managers - Manpower planning and allocation of right ratio of resources -

- Training & Domain Expertise: Develop and implement functional,soft skill and domain training programs to equip the RMs to deliver excellent customer service

- Service Quality & Business Process Improvement: Monitoring of Service Delivery at all customer touch points through service audit, Voice of Customer and ensure appropriate process improvement is implemented -

- Support Product / Service Innovation: Provide customer insights for new Product / Services

- Responsible for Customer Care and Service Delivery to ensure customer retention and reference -

- Knowledge Management to capture tacit knowledge and build domain expertise -

Candidate Profile:

- MBA with 10 - 14 years of experience in Customer Service /Business Process Management in Service industry / direct to consumer businesses (E - g Hospitality, BFSI, Airline, Telecom etc)

- At least 4 years of experience in a leadership position in the customer service delivery' vertical

- Certified Black belt will be an added advantage

- Highly energetic, service oriented management professional with proven competencies in learning new products and services, new markets, new verticals and should have made a significant Service impact / transformation in the previous assignments -

Salary may go up to Rs - 20 Lakhs/Annum -

Interested candidates need to share their profile on ranjan@livecjobs.com

Ranjan