Job description

Delivery Head - Customer Service - AGM - Mumbai Candidate Expectation and Roles & Responsibilities Minimum 13+ yrs of experience required Manage and lead a team of 500-700 FTEs across various portfolios and locations. Provide strategic direction to the team to provide assured and best in class delivery. Develop & manage SOPs as per client requirements and internal operations. Management of client relationship to identify the client financial goals, challenges, and risk tolerance to support the analysis . Identify areas of improvement and additional services to support the client needs. Research and understanding of the clients domain trends, regulatory landscape and competitive environment to ensure strategic recommendations. Design and provide solutions that address the client specific needs and objectives, addressing a range of products and services from the banks/cards portfolio . Communication of value propositions & negotiation of terms that are beneficial to both the client and organization. Document all client interactions , transactions and agreements to ensure transparency , audibility and communicate findings effectively to support overall strategy . Monitoring of client satisfaction , revenue generated , and other relevant metrics to evaluate the effectiveness if relationship management efforts . Ability to lead by example, work with drive and determination & put forward challenging views to senior levels . Exercise management authority to make significant decisions and certain strategic decisions or recommendations within own area . Assessment of financial , legal and operational risks associated with client relationships and implementation of measures to minimize potential losses . Managing and driving the overall service of the Program Key contact for all levels of governance forums Responsible for complete adherence to Program Level SOW

Skills Required

Key Skills

• CEM
• CUSTOMER SERVICE
• DELIVERY HEAD

Other Information