Head Client Servicing & Contact Center (Customer Service)

Key Responsibilities

• Act as the primary liaison for key clients (NBFCs, OEMs, corporates, e-commerce partners), ensuring long-term partnerships and renewals.
• Understand client needs, expectations, and KPIs, ensuring timely delivery of commitments.
• Conduct regular business reviews with clients, providing insights, reports, and value-add recommendations.
• Manage escalations proactively and ensure service recovery with empathy and accountability.

Contact Center Operations

• Lead and oversee the 24x7 Contact Center / Alarm Center, ensuring high-quality resolution of RSA, warranty, and assistance requests.
• Monitor and drive SLA adherence, CSAT, NPS, AHT, and FTR as key metrics.
• Champion automation and digital adoption (speech bots, CRM tools, dashboards) to enhance efficiency.
• Develop and implement processes that ensure scalability and service excellence.

Leadership & Strategy

• Lead a team of Client Servicing Managers, Contact Center Leaders, and support staff, ensuring motivation and continuous improvement.
• Build strong collaboration with the Service Excellence & Innovation team to drive automation, customer experience enhancements, and new initiatives.
• Provide strategic inputs to leadership on service delivery trends, customer behavior, and business opportunities.
• Ensure compliance with regulatory, client, and organizational requirements.

Key Skills & Competencies

• Strong background in client relationship management and customer operations (preferably in RSA, BFSI, Insurance Assistance, or similar service sectors).
• Proven ability to lead large-scale customer service/contact center operations.
• Excellent stakeholder management, problem-solving, and decision-making skills.
• Strong analytical and reporting abilities; experience in data-driven performance management.
• Exceptional communication and leadership presence.

Qualifications & Experience

• Graduate / Post-Graduate in Business, Operations, or related field.
• 16 to 22 years of experience in client servicing and customer operations, with at least 6+ years in a leadership role.
• Prior exposure to Automobile RSA, BFSI assistance, or VAS services is highly preferred.

What We Offer

• Opportunity to lead a critical function at India's fastest growing VAS & Assistance services company.
• A platform to directly impact client retention, customer satisfaction, and operational excellence.
• Collaborative culture with senior leadership exposure.
• Competitive compensation with performance-linked growth.