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GM-Regional Service Head

Job Req ID:  21202
Location: 

Bangalore, IN

Function:  VIBS
About: 

Role

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

Function / Department

Enterprise

Location

Bangalore

Job 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

 

  • 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
  • Design and Implement a plan to improve customer experience based on retention, customer VOC, SLA compliance, RNPS etc.
  • Guide & motivate the team to act as a consultant, Innovate and bring appropriate changes in service delivery depending on market realities and demands
  • Define & agree on SLAs for partner agency

 

Core Competencies, Knowledge, Experience

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

Must have technical / professional qualifications

  1. Powerful influencing/ negotiation skills.
  1. Effective communication & relationship management skills
  2. Proven ability to function within a matrix organization
  3. Strong analytical skills & ability to balance conflicting business & customer interests.
  4. Experience in handling CS, CVM & Collections in a B2B environment

 

Educational Qualifications

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