Vice President-Customer Services

Role Overview: As the VP of Customer Services under the Bureau Operations vertical in Pune, you will have a crucial role that offers great visibility in leadership and decision-making. You will closely collaborate with the Data Governance & Delivery head and other senior executives to drive the organization's strategic initiatives for operational efficiency. Your role demands excellent organizational and communication skills, critical thinking abilities, and the capacity to handle multiple tasks while maintaining confidentiality. Key Responsibilities pertaining to Consumer Grievance: - Collaborate with senior executives to develop the company's long-term strategic vision. - Lead the implementation of business strategies and monitor their progress. - Identify cost-saving opportunities and streamline operational processes for improved efficiency. - Provide leadership, guidance, and mentorship to vertical heads within the Customer Services team. - Build and maintain effective teams to ensure high standards of service delivery. - Regularly review and audit customer service & member engagements to uphold service quality. - Highlight deviations from Business as Usual (BAU) to management and mitigate identified risks. - Address team problems promptly to maintain business continuity within regulatory guidelines. - Identify and implement organizational benefit opportunities with ownership. Qualifications and Experience: - Minimum of 15 years of relevant work experience with at least 10 years in a leadership role. - Excellent communication, influencing, problem-solving, and decision-making skills. - Experience in leading multiple teams, each with a minimum size of 50. - Strong understanding of Customer Service Life Cycle management. - Ability to work effectively in a fast-paced environment and manage multiple priorities. - Knowledge of industry regulations and standards related to customer service. - Strong analytical skills to interpret data and make data-driven decisions. - Experience in managing outsourced vendors and ensuring SLAs, productivity, KRAs, recruitment, and training. - Proven track record in identifying and delivering projects for cost optimization, productivity enhancement, TAT reduction, and customer experience improvement. - Drive for building brand reputation across all customer service aspects among competing bureaus. - Experience in conducting NPS & Customer Surveys to implement best practices.,