Head - Client Servicing - Assurance

As a Head - Client Servicing at our company, you will be responsible for owning and nurturing enterprise client relationships while ensuring world-class delivery of customer service through a large-scale contact center of 150-200 seats. Your 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 various metrics. **Key Responsibilities:** - 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 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). - 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. - Provide operational direction to contact center leaders, team leads, and support functions. - Liaise with HR and senior leadership on capacity planning, attrition management, and resource productivity. - 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. At our company, we value strategic client servicing, 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 the ability to manage across functions.,