Head - Customer Service Delivery - CXO Role - Telecom

Rennar & Frais Consulting
  • Mumbai
  • Confidential
  • 18-25 years
  • 4295 Views
  • 30 Mar 2015
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  • Senior Management-Operation

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

Reporting to : CEO

Objective:

The key responsibility of this position is to ensure uniform Customer Service experience and end to end responsibility for Customer Service Deliveries within the Company. It would also create standardized process relationship management to ensure that the customer retention strategies are in line with the changing environment and customer requirements.

Key Focus Areas:

Ability to work in an outsourced environment involving multiple Global and local vendors / partners.

Institutionalize strong governance process across the CS function outsourced partners, periodic dashboards, processes, policies, people, performance, steering committees, etc.

Share knowledge and bring on board a mature IT understanding especially in context with Customer Service.

Ability to review strategy, plans and processes and suggest suitable guidelines for necessary action.

Key Deliverables:

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.

Qualification:

BE/B.Tech, preferably in Information & Communication Technology (ICT) with an MBA from one of the Top ten Institutes.

Should have been in a leadership role in Customer Service Delivery for the past 8 years.

Technical Capabilities:

Must have top-of-the-line expertise both strategically as well as operationally in B2B as well as B2C space.

Significant exposure to partner management with the ability to outline partner deliverables and accept partner requirements in the telecom CS space.

Sound understanding of business practices, and reputational risk within the telecom industry.

Must have created overall Customer Satisfaction, in present/previous organisations, by setting up measurements, standards, review and reporting process (CSMS) across businesses.

Must have comprehensive knowledge and must have worked on compliances across the CS function; compliance of Customer Regulations, Regulatory Controls, Service Quality and Process Audit.

Must have adequate expertise to take decisions on outsourcing, shared services and IT for CS Function across businesses.

MUST BE an expert on transformation Projects across self cares, segmentation, outsourcing, data mining, analytics, benchmarking and best practices in CS Function across businesses.

MUST be an expert in Service Branding.

Must be well connected with Consumer Forums/ DOT/TRAI.

Managerial Capabilities

Should be able to manage globally and head the teams of Customer Service Delivery function.

Must understand the roles and accordingly, needs gaps and requirements that need to be filled to optimally delivery efficiencies in the teams and processes.

MUST be able to maintain peak performance levels and accordingly, implement efficiently the PMS, and succession planning.

Behavioral Capabilities:

Must demonstrate strong leadership traits.

Must be able to empathise and respond to different challenges typically in CSD functions.

Must demonstrate adequate resilience.

MUST demonstrate Personal authority and integrity with proven ability to establish relationships and exert influence at the organizational level. Independence,with robust ethics.

Conceptual Capabilities:

Must be able to plan the workflow at all levels and have a good understanding of causes, concerns and criticalities at all levels.

MUST HAVE:

High degree of initiative, ability to prioritize and manage multiple tasks.


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Rennar & Frais Consulting