Job Description

Job Req ID: 37952

Location: Mumbai, IN

Function: Other


About: Job Purpose - To own and deliver Customer Experience across the Premium Service centre handling the High Revenue Subscribers of Red X and Service Plus across the channels of interaction in IBCC/OBCC/Back office operations/Chat/email Nationally through strategic planning, consistent execution, collaborative and robust engagement with peers (corporate and circles) and partners
Key Accountabilities

• Customer Service Operations – Manage and deliver operations effectiveness through engagement, review and governance with internal teams, circles and partners to deliver key targeted customer experience outcomes from all the channels in Premium Service

• Partnership – Ensuring smooth operations and governance through process implementations, reviews and strategic relationship management

• Benchmarking and Analytics – Cross-industry, intra-industry and intra company channel benchmarking and insights to monitor and measure the necessary KPIs so that we remain the operator and company of choice

• Cost Planning – Plan, Budget and track channel service costs at overall national and circle level. Work towards reduction of Volumes through automation and drive on alternate channels

• People Management – Lead a motivated team of Ops Quality and Training Leads. Strong Partner & Circle Management + Higher Corporate interface

Core Competencies, Knowledge, Experience, Technical / Professional Qualifications

• 12-15 years of operations and management experience with 4-5 years as an Operations lead managing and delivering experience and end to end business outcomes through various channels for a large service process
• Domain Expertise - Deep and continuously refreshed understanding of customer experience processes, across the gamut of operations, systems, training and quality.
• Partnership Management – Own, build and manage partner relationships to extract necessary long-term win-win outcomes.
• People Management skills – communication, inter-personal skills, collaboration, coaching and motivation as well as the ability to mediate/influence/direct key outcomes in the interests of the customer and business. Need to have high influential and collaborative skills in cross functional handling for enhancing customer experience. Build & develop readiness of 2nd in line for the overall process
• Strong Execution skills – Extracting deliverables on a day-to-day, month-on-month and quarter-on-quarter basis through effective analytics and implementation skills with partner, circle and cross-functional teams

Key Performance Indicators

• Service Levels , Answered %age, UC %age
• Complaint Resolution TAT, TAT on Resolution of emails and Chat

• TNPS
• Retention from outbound
• Process improvements/enhancement & corrections

Risks, Challenges, Job Context
This Job calls for creating benchmark in the industry on Customer experience through the touchpoints like IBCC and OBCC thereby impact on service overall. It also provides a need to take instant decisions in order to achieve the desirable KPI’s, convincing & driving Partner Team on deliverables and huge collaboration both with partner and circles