GM - Regional Service Head

Role title: Regional Service Head -  (Inhouse & Outsourced Operations), Mobility & IoT, VIBS

Function: Enterprise

Band: M3

Department:Customer Service

Reports to: Cluster Head – Customer Service, VIBS

Dotted reports to: National Head – Customer Service – Mobility & IoT, VIBS

Location: Bangalore

Role purpose:

To support & execute the service & collections strategy thereby ensuring benchmark levels are met across the customer life cycle for an identified set of strategic accounts across all segments & collections across all account categories, to deliver the best in class customer experience, to drive net promoter score and CSAT index across segments,, to drive cost optimization via digital aided channels, to proactively & reactively ring fence the customer base, to engage with C- levels, to enhance revenue by creating stickiness through various CVM campaigns, to drive collections (receivables) through focused proactive & reactive measures, to ensure that account service management and virtual service management teams across regions are well organised, trained and motivated to adopt a consultative approach & use analytics as a means to improve customer experience that can support the organisation’s vision & objectives.

Key accountabilities and decision ownership

[max 5]:

Strategic

5. Define and execute strategic initiatives for service & collections including account plans and coverage for all accounts across segments to enhance competitive position in the region
6. Design and Implement a plan to improve customer experience based on retention, customer VOC, SLA compliance, RNPS etc.
7. Guide & motivate the team to act as a consultant, Innovate and bring appropriate changes in service delivery depending on market realities and demands
8. Define & agree on SLAs for partner agency

Operational

5. Compliance to standard servicing norms, monitor customer commitments, intervene proactively and act as an escalation point thereby ensuring minimum service level breaches
6. Monitor & review SLA compliance of the virtual service desk (VSD), intervene proactively and act as an escalation point to ensure minimum SLA breaches - conduct audits on quality parameters and service levels.
7. Proactive root cause analysis, review trending of statistical data and performance reports to identify recurrent issues & fixes, potential capacity & performance issues.
8. Revenue enhancement through service led upsell/ cross-sell measures & campaigns
9. Customer retention through focused proactive & reactive measures to control Voluntary, Involuntary & Value churn.
10. Motivate and direct the team to drive automation & digital agenda with customers to reduce cost to serve
11. Ensure that payments receivables are collected within the defined period for an identified bucket through various process enhancement thereby increasing incremental revenue from the existing base.
12. Build a strong feedback mechanism through continuous engagement with stakeholders and customers – to review account performance, conduct audits on RNPS, quality aspects & processes
13. Manage the financial aspects by ensuring all contracted services are billed accurately and as per the contracted frequency, and that any issues preventing payment of invoices are resolved in a timely manner.
14. Responsible to ensure automated processes run smoothly, support partner with cross functional team coordination

Developmental

5. Creating an environment of high engagement during change management and challenge & motivate people for higher accomplishments
6. Continuous training & certification on building capabilities, skills, competencies with specific focus on other LoBs (IoT, Cloud, FLX etc)

Core competencies, knowledge and experience [max 5]:

5. 12+ years of experience in leading a customer service team with exposure to service delivery and assurance
6. Experience in managing ‘C’ levels & customer facing roles
7. Proven track record in meeting service levels and NPS targets in different situations.
8. Prior experience in B2B or Telecom B2B
9. Ability to manage in a dynamic, high growth, high uncertainty environment.

Must have technical / professional qualifications:

Desired Competencies/ Skills

5. Powerful influencing/ negotiation skills.

5. Effective communication & relationship management skills
6. Proven ability to function within a matrix organization
7. Strong analytical skills & ability to balance conflicting business & customer interests.
8. Experience in handling CS, CVM & Collections in a B2B environment

Educational Qualifications

5. University Degree in Business/ MBA along with technical qualifications, or equivalent qualification
6. ITIL Certification on Foundation, Service Operations.

Budget owned:

Key performance indicators [max 3]:

1. VIBS RNPS, CSAT & Key national programs
2. Operational KPI’s for customer engagement - service management, incident and escalation management.
3. Digital drive & self-service adoption resulting in cost optimization & reduced cost to serve
4. Customer Retention management,  Revenue enhancement, Collections (identified receivables bucket)
5. People Management & Capability development
6. Partner compliance & management

Direct reports: (Only in Del & Raj, Kar & Ker, AP & TN and Mum)

5. Regional Service Management & Collections Lead - Inhouse Operations
6. Regional Service & Collections Lead - Outsourced Operations
7. Regional Virtual Service & Collections Management Lead - Outsourced Operations
8. Account Service Managers, Region
9. Field Service Executives (FSEs) - Off Roll
10. Virtual Service Executives (VSEs) - Off Roll

Dotted reports:

5. N.A.