Head - Voice & Digital Service - Financial Services

- Ensure that the short, medium and long term strategy for the voice and digital channels are implemented including technology innovations

- Manage the escalation and nodal desk end to end

- Liaison between various functions / departments within the organization for effective customer service deliver

- Measure and Identify any gaps in process or service delivery and execute changes to maintain highest standard of customer experience

- Identify, recommend and implement measures that help to optimise the cost of servicing by all means including automation, process re-engineering, migration to digital etc

- Delivery of cross-sell goals without any adverse impact on the customer service

Profile

- Excellent communication and people management skills

- Should have handled service team setup

- Planning and organizational skills

- Techno functional bent of mind

- Problem-solving skills

- Experience in managing a call center/email channel is added advantage

Job Offer

To be a part of a leading financial institution

To lead a team of customer care experts for enhancing customer experience

Contact - Bhavik Doshi 

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