Responsible for setting up and scaling the Customer Service Operations and Service Excellence
- To Manage customer service for all the Business Verticals
- Manage End to End Service Delivery and ensure world class service experience to the clients/Investors
- To ensure Service Delivery in conjunction with the Service Delivery Managers and Business Unit Heads
- Timely & accurate Reporting / Management Information analysis - For Clients, Management.
- TAT Management, Process Improvements, Regulatory Compliance, Audits- Process/Transactional Level, Overall MIS
- Deliver high quality service through all touch points for the Clients/Investors and Responsible for quality of response & TAT
- Responsible for first time best resolution & elimination of scope for escalations
- Effective budget allocation and management of overall cost of service Customer Service, churn management, customer service operations and service operations.