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Vice President Customer Service BFSI

  • 16-20 yrs
  • Not Disclosed

Job Description

Supervises Director Sr Managers Managers

Job Summary

The role will report to SVP Call centre operations and will have responsibilities not limited to, but ranging from Client, project management, administrations and people management. VP CCC will partner closely with executive management team to chart future growth and strategic response to Ocwen services.

Essentials Job Functions

Create a departmental mission and vision aligned to organization goals and cascade them to the overall CCC organization

Analyzer and strategize to eliminate root cause of defects and variances in performance variations

Provide and implement recommendations to enhance performance, improve efficiencies via automation and reduce variability

Complete, develop, implement comprehensive control reporting to ensure all policies, procedures, timelines and external compliance requirements are adhered to and achieved.

Present monthly and quarterly operational review reports to executive management

Create culture that thrives on inclusive meritocracy, Continuous improvement and build capabilities within CCC

Maintaining awareness of both the external and internal competitive landscape, opportunities for expansion, customers, markets, new industry developments and standards, and so forth

Team builder with the ability to inspire and develop talent

Position Qualifications (Education And or Experience And Skills)

Post Graduate degree in Management from an accredited university

15+ years experience with exposure in developing and leading operations from BFSI or BPO vertical or captive customer relationship management group.

Demonstrated ability to translate and implement Service Level Agreements into clear, repeatable, easy to use instructions.

Ability to lead an organization in a highly dynamic environment with a geographically dispersed employee base

Exhibits tenacity and creativity in addressing current challenges as well as the ability to look around the corners to anticipate and proactively address future challenges

An accomplished operator and self starter and displays the persuasiveness, decisiveness and competitiveness necessary to achieve business goals

Excellent organizational skills, attention to detail, and flexibility as well as the ability to work effectively with global cross functional teams in a fast paced environment

Experience in managing multiplication teams ( APAC, US)

Job Competencies

Strong analytical Thinking

Capability management

Decision making skills

Good client relationship management and sales skills

Result Orientation

Flexibility

Negotiation Skills

Note this position requires you to work in an evening shift, starting, 5.30pm onwards.

Interested candidates, please mention your current CTC and Location.