Head - Customer Service Delivery - CXO Role - Telecom

Rennar & Frais Consulting
  • Mumbai
  • Confidential
  • 18-21 years
  • 27 Feb 2015

  • Senior Management-Operation

  • Telecom/ Mobile Operator/ ISP/ Telecom Vendor
Job Description

  • To create the strategy, direction and planning of the CS function across businesses.
  • To strengthen Customer Centric culture across different business and build relationship management towards higher customer retention.
  • To drive overall Customer Satisfaction by setting up measurements, standards, review and reporting process (CSMS) across businesses.
  • To ensure compliances across the CS function compliance of Customer Regulations, Regulatory Controls, Service Quality and Process Audit.
  • To Own and Drive investments which would include decisions on outsourcing, shared services and IT for CS Function across businesses.
  • To ensure a uniform Customer Experience across different businesses.
  • To Lead and Own cost optimization, standardization and Intra Group Synergies.
  • To Champion transformation Projects across self cares, segmentation, outsourcing, data mining, analytics, benchmarking and best practices in CS Function across businesses.
  • To lead the overall Service Branding initiative for he Company.
  • To lead CS Function career pathing & leadership development and succession planning across businesses.

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Rennar & Frais Consulting