Aurionpro - Vice President - Customer Experience

Key Requirements

- Business acumen as well as operational knowledge of digital customer experience devices and applications

- Should be among the accomplished leadership in the customer experience industry

- Understanding of the requirements of banks, insurance, health and government services for providing a delightful and satisfying experience to customers visiting the branches/service outlets of these entities

- Should be able to strategize business expansion with a clear focus on service levels and margins

- Should ably manage the entire business life cycle of kiosks and allied businesses in the Customer Experience Group

- Should have managed execution/deployment of large customer experience projects within contractual timelines

- Should have a flair for numbers and ability to work on cost efficiency and margin improvement for the Customer Experience BU

- Should have eagle eye focus on SLAs, penalties and collections

- Should be able to create a strategy to optimize cost of procurement of devices and spares

- Should be able to effectively communicate, coordinate and collaborate with internal and external customers in order to achieve agreed numbers w.r.to better repeat orders and growth from existing accounts as well as work with the Sales team to acquire new customers in India and international markets

- Should ensure clear, transparent and regular communication between various stakeholders in the organisation to ensure realistic expectation setting, timely updating of project status and account receivables

- Should be able to provide direction and guidance to team members and suggest process improvements within the company and to the clients.

- Should be able to analyse and effectively forecast the utilization/requirement of various resources, associated costs/expenses trade-off and control of the same

- Should have excellent written, verbal and interpersonal skills, be proactive and confident and a good listener

Key Performance Indicators

- P&L management: Ensure revenue, cost, productivity and margin targets are met

- Effective customer engagement and RFP management to achieve business numbers

- Timely and smart implementation of projects with no cost or time overruns

- Receivables management: Less than 90 days' sales outstanding (DSO)

- Team building, employee satisfaction and minimum attrition

https://www.aurionpro.com/ace/self-service-kiosk/