GM - Service Operations

To own and deliver Customer Experience across core Inbound & outbound contact channels (Customer Care 111/198, Tele-verification, Dealer Help Line & Outbound) for designated Cluster through strategic planning, consistent execution, collaborative and robust engagement with peers (corporate and circles) and partners

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.
• Channel Evolution and Expansion – Track and plan proactive evolution of both Inbound and Outbound call centre channels through building domain knowledge as well as consumer and cross-channel insights
• 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 both IBCC and OBCC
• Partnership – including partnership structure design, partner identification and selection, contract design and closure, operations and governance 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 and ensuring budgets are met through both rigorous operations planning & forecasting as well as regular cost review processes. Ensuring Revenue Retention through targeted Customer Retention
• People Management – Lead a motivated team of Ops Quality and Training Leads. Strong Partner & Circle Management + Higher Corporate interface

Key Performance Indicators
• Service Levels , Answered %age, UC/Repeat %age
• TNPS
• Retention from outbound
• Insights on process improvements
• NPS – GH scores & Gap with competition