Job Description Position Responsibilities - Progressively setup and manage multiple captive &amp; outsourced contact center hubs across different geographic locations catering to voice and non voice contact servicing - Identifying new customer service channels and platforms (Chat etc.) and Integrating for Omni channel servicing strategy - Devising and implementing mechanisms for segmented customer servicing - Increase profitability through Cross Sell and upsell through Inbound and Outbound processes - Devising and implementing strategies for enhancing customer retention through Contact Centre and Dedicated teams. - Managing New customer Onboarding through Inbound, Outbound and Alternate channels - Continually monitors the overall functioning of processes, identifying improvement areas &amp; implementing adequate measures to maximize satisfaction levels - Adherence to SLA's and contact center productivity matrices as per established standards and build operational excellence - Continually benchmark with industry leaders and relevant industries to evolve &amp; adopt best practices - Leveraging Technology to enhance customer satisfaction and operational efficiencies - Providing strategic inputs to business through customer VOC on product and process design, engaging with stakeholders to deliver better value propositions to customers - Guides service operations and insists higher standards of Recruitment, Training, Work force management, resource &amp; incentive planning, Quality monitoring, Performance reporting &amp; Analytics - Identify suitable Outsourcing partners, Establishing stable operations and Monitoring Vendor Performance, including Billing and Information Security - People Leader - Continually devise people engagement &amp; Connect programs to stay connected with the frontline employees, managers for career planning &amp; progression in their respective span - Proactively updates senior management with Clear, Concise report &amp; memorandums - Manages Budgets and Cost to Serve for the vertical - Hires and develops talent with effective succession planning Measures of Success (Define the Outcomes expected of the role) - Achievement of defined Operational SLA's - Meeting Productivity &amp; Cost matrices as per plan- Positive feedback from relevant internal &amp; cross functional stake holders- Positive Customer satisfaction scores as measured through internal and external surveys / benchmarking- Positive Employee Satisfaction Scores Skills Sets Required - 12 + Years of relevant Job Experience, with 5+ years leading large teams / Hubs, site leadership would be an added advantage - Strong Communications and presentations skills, executive presence - Ability to work with and influence cross functional stakeholders across levels - Customer Obsession - People focused with an ability to connect well with frontline - Abreast with the latest technology relevant to the function, ability to articulate, document and define requirements to the IT SPOCs, lead &amp; drive implementation to production environment - Displays &amp; effectively communicates organizational goals, Vision &amp; Mission to the frontline staff and continually motivates to deliver them - Anticipates potential problems and future trends related to functional objectives, including changes to business processes, operational standards or support offerings - Leads team in development and implementation of solutions that affect customer satisfaction and meet the contractual requirements - Motivates team to innovate and find ways to simplify, externally aware and look for ideas everywhere. - Exposure towards identifying scope and implementing digitization, Artificial Intelligence and Machine Learning in complex operation of Customer services domain Qualification: &nbsp; Desired Qualification MBA from a reputed Institute Total Experience - Minimum of 12 years work experience. - Relevant Experience in a field Customer Service, Strategy / Operations Preferred Industry(If any) Financial preferably in credit cards.

Gurgaon/Gurugram

SBI Card - Senior Vice President/Head - Contact Centre  

SBI Card - Senior Vice President/Head - Contact Centre   ,Job Description for SBI Card - Senior Vice President/Head - Contact Centre   in SBI Card in  Gurgaon/Gurugram for (12-16) years of experience. Apply Now!

Job Description for SBI Card - Senior Vice President/Head - Contact Centre   in SBI Card in  Gurgaon/Gurugram for (12-16) years of experience. Apply Now!