Head of Customer Services

Responsibilities
• Leading the service delivery team, managing conflicts and ensuring the team's processes and tasks are carried out efficiently.
• Identifying customer needs and overseeing service delivery within the business context.
• Assessing customer feedback and using your creativity establish, improve and refine services.
• Track and review service metrics to ensure continuous improvement in performance, service and product quality.
• Capacity planning- resources and end user assets managing finances and budgets
• Knowledge and Hands on Experience in Incident, Problem management & Change management.
• Proven track record of driving critical Infrastructure incidents to resolution with minimum downtime.
• Excellent Communication and Presentation Skills are required to interact with Management and Senior Stakeholders.
• Managing broadcasting and communication to PAN India user as part of Service Desk responsibility.
• To be involved and Act as escalation point for Incidents & Service Request
• Responsible for maintaining and refreshing knowledge management database with appropriate governance.
• Responsible for identifying training requirement for team and coordinating wit concerned team for arranging the same.

Technical & Behavioral Competencies
• Customer centric and service-oriented attitude.
• Strong interpersonal and relationship management skills to manage the large customer base.
• Strong Communication skills to encourage and motivate teams
• Strong management, leadership skills and excellent complex problem solving skills.
• Strong written, communication and presentation skills suitable for communication with senior leadership and ExCo
• Must be team-oriented and possess multitasking ability and ability to work well under pressure.
• Flexibility in working outside of your responsibilities and areas of expertise.
• Solid experience in various domains of solutions delivery (BFSI systems) and service delivery (server, network infrastructure and information system security etc.) is preferred.
• Basic Knowledge and clear understanding of IT infrastructure on desktops/Thin Clients/Servers/networks.
• Ability to comprehend customer's technology needs.
• In-depth understanding of the linkage between financial services, Information Technology and business value.
• Creative and analytical ability in problem resolution and Decision making skill.
• The individual will be required to travel and work at various BNP Paribas locations in order to fulfil their duties as part of the IT team.

Specific Qualifications (if required)
• A minimum 15 years' experience.
• The individual will be required to have knowledge & understanding of various service / regulatory standards, work processes & procedures such as ITIL, ISO, Project management etc

Skills Referential

Behavioural Skills:

Client focused

Adaptability,

Ability to collaborate / Teamwork

Ability to deliver/ results driven

Transversal Skills:

Analytical Ability

Ability to understand, explain and support change

Ability to manage a project

Ability to set up relevant performance indicators
Ability to inspire others & generate people's commitment

Education Level:

Bachelor Degree or equivalent

Experience Level

At least 15 years

Other/Specific Qualifications (if required)

NA