Telecom/ Mobile Operator/ ISP/ Telecom Vendor
- 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.