The VP of Customer Support will be responsible for the strategic direction, leadership and delivery of all Customer Support This will involve managing post production customer support services that complement client's score software delivery services. The VP of Customer Support will also serve as a key stakeholder and thought leader in the evolution of overall Solution Delivery practice, working with organization's delivery leadership to drive the long-term customer success roadmap. He/she will constantly look for white spaces to drive global service innovation, leveraging industry best practices (people, technology and process) to improve service quality. What you'll do : - Own and lead Enterprise Customer Support (ECS) function for global customers providing L1, L2 and L3 Support. - Own and Improve NPS (Net Promoter Score) - CSAT (Customer Satisfaction), or other Customer Metric (MTTR, Aging etc) - Drive efficient and consistent processes to support Customers effectively - Own Customer SLAs and keep the SLA breaches/Credits to minimum - Responsible for to maintain cost budget and margins - Drive additional revenue opportunities through service - Create a customer First culture and team structures to support the same - Empower and Engage the Customer Service Team - Identify new tools and technologies to better serve the customer - Use Customer Insight and Root Cause Analytics to identify organization wide improvements and present these to the Board/Senior Stakeholder Peers. - Act as the Voice of the Customer across the organization. - Continually develop improvements and embed successful change projects - Drive quality and consistency - Partner with Client relations to optimize existing Client profitability Qualifications : - 15+ Customer Support experience with significant exposure to BFSI verticals - Leadership experience managing teams that are at least 150-people strong - Experience managing a Customer Support for small, medium, large Customer s concurrently in diverse geographies - Proven track record in financial management for the CS Function - Extensive experience working in Digital and Cloud technologies Preferred qualifications - Experience to enterprise-grade lending solutions - Experience managing a SaaS / PaaS offering - Hands-on experience with the management of emerging technologies

Bangalore

Vice President - Customer Support - BFSI 

Vice President - Customer Support - BFSI  ,Job Description for Vice President - Customer Support - BFSI  in Randstad India Pvt Ltd in  Bangalore for (15-18) years of experience. Apply Now!

Job Description for Vice President - Customer Support - BFSI  in Randstad India Pvt Ltd in  Bangalore for (15-18) years of experience. Apply Now!