Client is a leading B2B2C value-added services provider, delivering premium customer support and emergency assistance across diverse sectors including automotive, insurance, fintech, and telecom. We operate on behalf of our clients to deliver end-customer delight through timely, reliable, and high-quality assistance experiences.
Role Summary
The Head - Client Servicing is a senior leadership role responsible for owning and nurturing enterprise client relationships while ensuring world-class delivery of customer service through a large-scale contact center (150-200 seats). The role demands deep expertise in client engagement, contact center operations management, and service excellence, with a strong focus on meeting and exceeding SLAs committed to clients-across metrics such as TAT, FCR, abandonment rate, AHT, and CSAT.
Key Responsibilities
- Client Engagement & Relationship Management
- Act as the single point of contact for key B2B clients, owning end-to-end service delivery commitments.
- Lead periodic client meetings, reviews, and governance sessions (QBRs/MBRs) to present operational performance, SLA adherence, and improvement roadmaps.
- Understand client needs, expectations, and escalation trends to proactively drive service improvement initiatives.
- Translate client requirements into actionable deliverables across internal teams (Ops, Quality, WFM, Tech).
- Customer Service Operations Oversight
- Oversee the delivery of customer support via the contact center (150-200 FTEs), ensuring premium service levels and responsiveness.
- Govern performance metrics including:
- Abandonment Rate
- Average Handling Time (AHT)
- First Call Resolution (FCR)
- Turnaround Time (TAT)
- CSAT / NPS
- Ensure real-time service monitoring, proactive incident management, and rapid SLA recovery when needed.
- Work closely with WFM, Training, and Quality Assurance teams to maintain optimal performance.
- Leadership & Cross-functional Coordination
- Provide operational direction to contact center leaders, team leads, and support functions (without direct hiring responsibility).
- Liaise with HR and senior leadership on capacity planning, attrition management, and resource productivity.
- Coordinate with technology and digital teams to enhance contact center systems, automation, and customer interaction tools (e.g., IVR, CRM, chatbots).
Service Quality & Governance
- Drive continuous improvement and Six Sigma-style initiatives to enhance service delivery and reduce escalations.
- Ensure processes are aligned with contractual SLAs, regulatory guidelines, and client-specific standards.
- Monitor customer journeys and feedback to identify systemic issues and close gaps.
Required Experience & Qualifications
- 10-18 years of total experience, with a strong background in B2B2C customer service operations.
- Minimum 5+ years in a leadership role managing a contact center of at least 150-200 FTEs.
- Experience handling client-facing responsibilities, governance, and SLA management in industries like insurance, automotive, healthcare, or telecom preferred.
- Proven track record of managing performance across critical metrics and aligning service delivery with client KPIs.
Key Competencies
- Strategic client servicing and stakeholder management
- Deep understanding of contact center operations and metrics
- Strong command over SLAs, governance frameworks, and compliance
- Excellent communication, reporting, and presentation skills
- Collaborative leadership without direct HR responsibilities
- High EQ, maturity, and ability to manage across functions
(ref:iimjobs.com)
