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Job Purpose
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Define and execute strategic initiatives on service & collections including account coverage, level 2 customer responses, requests & complaints handling, compliance to standard servicing norms across segments to enhance competitive position in the region
v Implement a plan to improve customer experience based on feedback based on customer VOC, RNPS, C-SAT scores etc.
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Key Result Areas/Accountabilities
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- v Guide & motivate the team to act as a consultant, Innovate and bring appropriate changes in service delivery depending on market realities and demands. v Define & agree on SLAs for partner agency. Operational v Compliance to standard servicing norms, monitor customer commitments, intervene proactively and act as an escalation point for virtual service manager, thereby ensuring minimum service level breaches v Proactive root cause analysis, review trending of statistical data and performance reports to identify recurrent issues & fixes v Revenue enhancement through service led upsell/ cross-sell measures & campaigns v Customer retention through focused proactive & reactive measures to control Voluntary, Involuntary & Value churn. v Motivate and direct the team to drive automation & digital agenda with customers to reduce cost to serve v Ensure that payments receivables are collected within the defined period for an identified bucket through various process enhancement thereby increasing incremental revenue from the existing base. v Build a strong feedback mechanism through continuous engagement with partner, internal stakeholders and customers – to review account performance, conduct audits on RNPS, quality aspects & processes v Manage the financial aspects by ensuring all contracted services are billed accurately and as per the contracted frequency, and that any issues preventing payment of invoices are resolved in a timely manner. Developmental v Creating an environment of high engagement during change management, challenge & motivate the partner for higher accomplishments v Continuous training & certification on building capabilities, skills, competencies with specific focus on other LoBs (IoT, Cloud, FLX etc) v Effective communication & relationship management skills v Proven ability to function within a matrix organization. v Strong analytical skills & ability to balance conflicting business & customer interests. v Experience in handling CS, CVM & Collectionsin a B2B environment Educational Qualifications v MBA / Graduate along with technical qualifications, or equivalent qualification v ITIL Certification on Foundation, Service Operations (added advantage) Budget owned: Financial Dimensions (TBD) v Pay outs to vendors/ partners for on-going service support v Manage budgets for operations Non-Financial Dimensions Key performance indicators [max 3]: 1) VIBS RNPS, CSAT& Key national programs 2) Operational KPI’s for customer engagement – service management, incident and escalation management. 3) Digital drive & self-service adoption resulting in cost optimization & reduced cost to serve 4) Customer Retention management, Revenue enhancement, Collections (identified receivables bucket) 5) Partner compliance & management
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