Vice President-Customer Services

Job Description – VP Customer Services

Location - Pune

POSITION DESCRIPTION :

The position will be under the Bureau Operations vertical and report directly to the Data Governance & Delivery head. The position allows a great opportunity for anyone looking for good visibility of leadership and in decision making. With the Regulator’s focus on Consumer Grievances and Organisations focus to ensure issues raised by complainants are managed responsibly and on time, this position is very critical for the organisation. This position will work closely with the Data Governance and Delivery Head and other senior executives to execute the organisation’s strategic initiatives to improve operational efficiency. The role requires excellent organizational and communication skills, strong critical thinking abilities, and the capacity to manage multiple tasks simultaneously while handling confidential information with discretion.

KEY RESPONSIBILITIES PERTAINING TO CONSUMER GRIEVANCE :

Collaborate with senior executives in developing the company’s long-term strategic vision.

Lead the implementation of business strategies and monitor their progress.

Identify cost-saving opportunities and streamline operational processes to improve the bottom line.

Provide leadership, guidance and mentorship to the vertical heads within Customer Services team to implement departmental goals.

Build and maintain strong, effective teams that can deliver results.

Regularly review and audit customer service & member engagements to maintain high standards of service delivery.

Ensuring that any deviation from BAU is highlighted to management on time and risks identified are mitigated.

Ensuring that any problems faced by teams are addressed on time to avoid disruption to business continuity and maintain well within the regulatory guidelines.

Ensuring that any opportunities of organizational benefit are identified and implemented with ownership.

SKILLS AND EXPERIENCE :

Proven and relevant work experience of at least 15 years in managing operations with at least 10 years in leadership.

Should have excellent communication and influencing skills.

Should have experience of leading multiple teams (at least team size of 50).

Excellent communication, problem-solving, and decision-making skills.

Should be well versed with similar exposures in customer servicing in banking and financial services sector.

Strong understanding of Customer Service Life Cycle management.

Ability to work effectively in a fast-paced environment and manage multiple priorities.

Knowledge of industry regulations and standards related to customer service.

Strong analytical skills with the ability to interpret data and make data-driven decisions.

Should have managed outsourced vendor from SLAs, productivity matrixes, KRAs and their achievements, recruitments, training of team to deliver excellent services to customers

Should be able to work on identify and deliver on projects which results into Cost Optimization, Productivity, efficiencies, TAT reduction, customer experience with a bent of mind to continuously look at areas for automation.

Will be catalyst in building CRIF Highmark brand across all spectrums of customer services amongst competing bureaus.

Should have experience in conducting NPS & Customer Surveys for implementing best practices.