Vice President - Customer Success/Strategy & Operations - Earned Wage Access Platform

VP - Customer Success, Strategy & Operations :

My client is India's first and largest "Earned Wage Access" platform that provides real-time, on-demand salaries to employees.

VERTICAL/ FUNCTION : Operations, Customer Excellence & Support.

JOB TITLE : VP - Operations, Customer Excellence & Support

KEY PURPOSE OF THE JOB :

Operations, Customer Excellence & Support responsibilities include :

- Collaborating with other senior management to formulate a strategy

- Ensuring regulatory compliance

- Overseeing implementation of Company platform and services end to end

- Ensuring and leading the entire end to end after-sales customer excellence services

- Ensuring top of the industry overall customer experience

- Every customer is as good as 3 more new customers, focus on customer expansion and upselling other features and product

Job brief :

- VP of Operations responsibilities includes designing policies, overseeing customer service, and implementing financial service technology solutions.

- You should be a responsible leader with an analytical and strategic mind and have a broad knowledge of the business and processes. If you're also committed to productivity and compliance, we'd like to meet you.

- Ultimately, you'll ensure our operations and after-sales customer excellence service to run smoothly and that people are productive.

Detail Responsibilities :

- Formulate business strategy with others in the executive team

- Design policies that align with overall strategy and ensure overall improvement based on feedback from various groups including customers, other verticals, partners etc

- Implement efficient processes and standards, while having a sight of continuously improving them based on feedback

- Coordinate customer service operations and find ways to ensure customer retention

- Ensure compliance with local and international laws (e.g. data protection)

- Oversee the implementation of technology solutions throughout the organisation

- Manage contracts and relations with customers, vendors, partners and other stakeholders

- Evaluate risk and lead quality assurance efforts and work closely with risk team, sales team

- Ensure smooth and constant cross-collaboration between sales, marketing, product, risk and technology team

- Oversee expenses and budgeting to help the organisation optimise costs and benefits

- Mentor and motivate teams to achieve productivity and engagement

- Report on operational performance and suggest improvements

- Improve customer service experience ; voice and non-voice, create engaged customers and facilitate organic growth.

- Manage company's ORM via Google Play store reviews, Facebook reviews and other relevant platforms

- Take ownership of customers issues and follow problems through to resolution.

- Set a clear mission and deploy strategies focused on that mission

- Continually review and evolve the processes, policies and standards for customer experience.

- Keep accurate records and document customer service actions and discussions

- Analyse statistics and compile accurate reports, including Query to Resolution TAT, Average Call Handling Time etc.

- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

- Keep ahead of the industry's developments and apply best practices to improvement areas, including implementing the chatbot and other technologies.

- Control resources and utilise assets to achieve qualitative and quantitative targets

- Manage key KPIs like CSAT, NPS scores and churn rate.

Requirements :

- Proven experience as VP of Operations & enterprise customer excellence, Operations Director or similar leadership role

- Familiarity with all business functions including HR, finance, marketing, sales, supply chain and IT

- Experience with implementing IT systems

- Knowledge of data analytics and reporting

- Good with numbers and financial planning

- Outstanding communication and negotiation skills

- Excellent organisational and leadership ability

- Analytical mind

- Problem-solving aptitude

- Upto 20 years of experience in operations and customer excellence in a leadership position.

- Experience in providing customer service support

- Excellent knowledge of management methods and techniques

- Proficiency in English - written and verbal

- Working knowledge of customer service software, databases and tools

- Awareness of the industry's latest technology trends and applications

- Ability to think strategically and to lead

- Advanced troubleshooting and multi-tasking skills

- Customer service orientation