ROLE TITLE:Enterprise Service Head
Reports to:Enterprise Head
Department:CS- Enterprise Business
Function:Enterprise Business
ROLE PURPOSE:
To manage & drive the service team to hold no. 1 position in a competitive market & to be no. 1 across all circles in managing relationships through field servicing, project management & quick solutions depending on market trends.
ESSENCE OF ROLE- Key Accountabilities
- Customer Relationship management
- Deliver consistent and improved service at all Customer Touch points. Ensure customer reviews are conducted as per plans.
- Engage proactively with Customer and ensure service concerns are addressed.
- Business Impact
- Manage Customer Retention
- Develop and plan service strategies to enhance the competitive position
- Run CS function in a cost effective and efficient manner
- Complaints management & reduction strategy
- Ensure seam less migration for centralised activity
- Upselling initiatives
- Management of Service partners- Call center through constant feedback
- Process Management
- Map and document processes that deliver customer focus and process efficiency
- Share and replicate practices to build robust and standard processes
- Initiatives to drive process efficiency
- Through constant reviews with all stake holders- CS, C & C, networks, IT, RA, one is expected to streamline processes, bring in appropriate changes which reduce cost and help build on customer satisfaction.
- Team Management
- Roll out KRAs, JDs, & R & R as per business requirement.
- Constant need to re invent the wheel to ensure the best is provided to the team & to customers.
- Impact areas for the department which helps us build a strong & robust team.
- Manage & training and development
ROLE DIMENSIONS
FINANCIAL (Limits/Mandates Etc.)
- Churn reductiom
- Cost to serve on complaint reduction
NON FINANCIAL
- Strong service team to help us maintain our leadership in the market.
- Strong processes which are customer friendly.
TYPICAL OUTPUTS
Churn: < 1%
Customer engagement: 8 per month
Customer Delight index: ___________
Repeat cases/ escalations: Not more than 6 in the year.
Support Operations: CSAT > 90%, Resolution TAT > 98%, complaints/1k Sub <5
Self Service Penetration: WSS >25%, IVR >60%, Drop Box > 20% of Total Collection
WC/ 1000 sub: 45/ 000 sub
If interested please share your profiles to mailto:prabhakar@crystalconsultants.in
Thanks & Regards,
David Prabhakar
———————————————————————————————————————–
Crystal Consultants
( +91 (40) 40038252 | +91 98491 68034
PLOT NOT 85, P&T COLONY, BEHIND OXYGEN HOSPITAL,VIKRAMPURI,
NEAR SECUNDRABAD CLUB, SECUNDRABAD-500009
