Role : Enterprise Customer Service Capability Head

Job Level/Designation : M4 / Vice President

Function /Department : VIBS / Customer Service

Location : Mumbai

Job Purpose :

- Responsible for defining the CEM strategy, vision, deployment, impact analysis, customer feedback andaction planning.

- Institutionalize Industry Leading Customer Experience Processes, thereby creating a niche position in the market place.

- Define coherent digital business strategy and objectives, clearly focused on the customer or end user.

- Develop & Drive adoption of Digital Assets to further enhance service differentiators

- Define life cycle processes for all new product launches and ensure CS interface from customer support effectiveness

- Up skill the team through industry grade certifications on product and service.

Key Result Areas/Accountabilities :

- Drive Customer First agenda - RNPS and TNPS Scores

- Leverage scale benefits and operating efficiencies

- Reduce Cost to serve by building efficiencies in operations.

- Drive core business by winning in our market place

- Best in class Industry awards on service.

- Drive Revenue through upsell and retention initiatives.

- Deliver big bets for driving future growth

- Launch of Customer Service for New Services and Products

Core Competencies, Knowledge, Experience :

- Powerful influencing/ negotiation skills, effective relationship management skills and proven ability to function within a matrix organization

- Experience in handling CS in a B2B environment

- Ability to manage in dynamic, high- growth, high uncertainty environments

- Partner evaluation & governance

- Skill sets in Leadership across IT, Finance, CS, Product, Marketing

- High on Applied thinking and Interpersonal skills.

Must have technical / professional qualifications :

- University Degree in Business/ MBA along with technical qualifications, or equivalent qualification

- Certification in Six Sigma, TL 9000, agile methodologies and user-centered experience design, is desired.

Years of Experience :

- 15+ years of experience in leading a customer service team with exposure to IT application & infrastructure development/support initiatives; knowledge of databases & software development life cycles would be an added advantage.

- Experience in managing CS partners such as call centre vendors, back office operations for a reputed organization

- Multi- national, multi- geography team leadership experience to bring in best practices

- Ability to engage at CXO Level

- Prior experience of leading Digital Initiatives.

Industries to look from :

- Service Industry

- Telecommunications

- Banking

- Insurance

- Call centre/BPO/ Outsourcing industries

Direct reports :

- Head Training and Service Quality

- Head NPD

- Head Project Management

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