Service Head (Credit Cards)

Job Description

The Headof Servicing for Banker on Call team Credit Cardswill lead Contact Centre Operations of various sizes, typically thisis a fast paced area of business that is challenging and changingcontinuously.Incumbent would be expectedto shape the future of a contact centre operation, being committed todelivering a great customer contact experience through a variety ofcustomer contact channels which might be; Phone, Email, Web/ LiveChat, Video, Social, Correspondence.This role will lead a numberof FTE, typically through a team of Contact Centre Managers and TeamLeaders, this could consist of both in- house and off role advisorsacross any number locations, although might also be one single site.The role will ensure thatcustomers receive a friendly, professional and consistently highquality service helping to resolve various queries, close any serviceor sales enquiries and get it right first time.Some of the Duties andResponsibilities will include:Reporting to Head Customer Value Management and Principal Nodal Officer of the Bank.The role includes line responsibility for all third, second, and first line contact centre teams (in- house and offshore) providing ongoing customer service, and specific service teams as well as the planning and forecasting team.Manage the day to day performance of the Contact Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget.Set the strategy for the development of the contact centres, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.Lead, inspire and co- ordinate the contact centre management team at all levels to create motivated and engaged colleagues.Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.Responsible for the recruitment, training, induction and coaching strategy across contact centres.Work closely with HR, L&D and Training delivery teams. Taking responsibility for the ongoing development all levels of contact centre colleagues.Reviewing and defining clearly all contact centre roles, any required shift and candidate profiles required across the contact centre operationLead an effective resource planning team, ensuring that resource is fully utilized and any contact demand is effectively covered.Applying best practice, develop continuous improvement plans and make recommendations based upon the employee and customer insight.Develop plans and offer insight and knowledge to the organisation on the use of new tools and technologies; Telephony, CRM and WFM to create a cost effective operation consistently achieving contact handling SLAs.Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/ projects to support and achieve improvements in the customer experience.Deliver cost efficiencies and increase in Customer Satisfaction Scores.Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.Required Skills: A strong understanding of Credit Cards Servicing including all aspects of managing the Customer Value Stream Acquisitions, Servicing, Cross Sell, Upsell, Retention and Grievances related to Credit Cards.Understanding of products and functions of credit cards preferably offered in Indian Markets.Proven experience of leading a service driven contact centre operation with experience of managing an operation through periods of significant growth or change.A self - starter who can set up large teams with minimum intervention.Excellent communication and leadership skills to lead and motivate a growing and changing service operation spanning across large teams.Ability to engage with directors and managers at all levels across the wider business to achieve goals and objectives.Committed to service excellence with a good understanding of Banking/ BFSI products & processes.Taking ownership of customer issues and follow ups to ensure resolutions.Ability to provide right solutions to the customer as per customer requirements.Self- Driven to achieve business goals and objectivesFinancial / Budgetary Responsibilities:Responsible for driving cost per seat down by working on efficiency metricsGenerate revenue through upsell and cross sell opportunitiesIndividual Contributor / Managerial:Managerial with strong drive to lead large excelling teams in a contact centre setup.,

Keyskills :
salesmanagementqualitymarketingcustomerservicequalityassuranceresourceplanningtrainingdeliveryechnicalsuppvoiceofthecustomerdrivechangecustomervaluecosteffectivecustomercontactleadershi