Consultant at Mancer Consulting
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Vice President - Tele Servicing - BPO/ITeS (7-15 yrs)
Vice President - Tele Servicing - BPO/ITeS
Job Summary :
- This is a P&L position that involves servicing of existing key customers by offering them a world-class service experience. The focus is on up-selling premium packages, client retention, ensuring customer delight through a need sensitive client servicing team and executing various marketing initiatives.
Job Description :
1. Grow the business in terms of topline & bottom-line
2. Develop & execute annual operating plan - revenue & cost planning and forecasting
3. Analyze customer feedback, draw business intelligence, review benefits of core services being offered and ensure high client satisfaction level
4. Setup a system that delivers high customer retention
5. Improve the efficiency & effectiveness of customer complaints resolution system
6. Developing performance metrics, incentive structure, sales promotion schemes and monitoring key parameters to increase the overall productivity of the client servicing team
7. Recruit, train & develop a client servicing team which is need sensitive, has a consultative selling approach & is proactive at offering highest level of customer delight
Knowledge and Skills :
1. Data analytics
2. Customer focus & service orientation
3. IT savvy & process orientation
- 7-12 years of Client Servicing, Sales & Marketing experience preferably in a Portfolio Management /MF Insurance/ Telecom/ITES/Service organization
- MBA or equivalent
- Should have 70% and Above in All Education .
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