Job Title: Head- Service Recovery
Job Objective:
To plan and strategies Customer Interface service recovery and complaint Management mechanism including
financials, which delights end customer and thus achieving organization vision of “loved by more customers.
Duties & Responsibilities:
• Managing and drive performance of service recovery and complaint management through Post, pre, high end, Complaint management and self care teams.
• Review and control of cost for the vertical against AOP, Driving customer experience through customer facing initiatives.
• Develop base model to create Annual Operating Plan for CE and then guide teams along with assumptions on inputs to AOP.
• For rest of the year tracking circle wise expense and RCA for over/under expense.
• Front face for marketing for new product development. Leads customer service new product development and liaise with marketing new product development to cater to customer service vision and policies. Existing Product.
• Testing and Process refinement by continuous Process mapping and re engineering.
• Execute relevant KPIs for CE, which can reflect true customer experience and then tracking them.
• Monitors performance, highlight gaps and provide direction to circle / partner teams on day to day basis. This includes management of service expense of >1 mn per year.
• Driving performance through strategic partners.
• Carrying out business reviews with partner and enable them delivering performance as envisioned by Bharti. The performance is managed in terms of quality handling of > 1 mn transactions.
• Ensuring and driving quality of interactions from all touch points for company customers. This includes executing projects to handle quality transactions for >1mn of customer base through as high as > 10 team members at partner location.
• Driving processes and policies for operations and strategies.
• Carrying out business reviews with partner and enable them delivering performance as envisioned by Bharti.The performance is managed in terms of quality handling of > 1 mn transactions.
• Ensuring and driving quality of interactions from all touch points for company customers. This includes executing projects to handle quality transactions for >1mn of customer base through as high as > 10 team members at partner location.
• Driving processes and policies for operations and strategies.
• Ensuring compliance for countries.
• Conceptualizing and enhancing CRM capabilities to capture customer voc, analytics and work flow management for customer resolutions and close looping through various modes of sms & telecalling.
• Developing Bharti employees in teams sitting in all countries to enhance skills and quality of life through operational comfort and people management.
Qualifications:
• Graduate / MBA.
• 6-8 years experience in Telecom /BPO / Retail / FMCG / Financial Services.
• Capability to drive strategic projects.
• Capability to derive business KPIs.
• Use of Facts and data – Experienced in budgeting.
• Good in Spreadsheet and Power point applications.
• Team experience / Team Player with leadership competency.
• Excellent analytical skills.
• Strong Inter Group Communication, presentation and Interpersonal skills.
• Well-versed in computer knowledge (Ms-Office, Internet etc).
How to Apply:
Please follow the instructions as stated below as failure to do so could lead to disqualification.
Send an Application letter and CV/Resume.
Merge these two documents into one document in either word or pdf format.
Do not attach or send any scanned documents, these are sometimes too large for our inbox.
Include the job title and/or reference number in the subject line of the email address and send your application by email to telecomrwandajobs@nftconsult.com
Only successfully candidates will be contacted. For all other inquiries please contact our offices directly.
Application Deadline: 3 Feb, 2012
