Head - Customer Service - Online Travel

Discipline - Banking

Subsector - Client Services

Location - Delhi NCR

About our Client - Our client is one of the leading Travel Group in India with strong presence across Online and mobile platforms for both B2B and B2C space. Due to rapid expansion in their business, they are looking for a senior professional with strong experience working in an MNC environment to help them take customer service to next level.

Job Description - Reporting into CEO, you would be part of key leadership team in the organization, combining strategic thinking, analysis and planning of a large team. You would also be responsible for:

- Enhancing customer experience across all channels including inbound calls, emails, customer queries etc. managing a team of over 300 people.

- Driving process improvement, implementing best practices and training programs to help rapid growth of the team.

- To monitor performance of the team to achieve set goals for leading performance indicators and to strive for improving operational efficiency of the team on a continuous basis.

- To establish a culture of extraordinary customer care across the team in achieving exemplary service experience for the customers.

The Successful Candidate - MBA from Tier-1 B School with around 10 years of experience working in a similar role with an MNC organization

- Strong Operations Management Experience with exposure to Lean/Six Sigma is mandatory

- Strong Process Orientation with very good understanding of customer service for Indian market

- Proven track record of managing large teams (~ 200-300 people)

- Ability to operate in a fast paced environment and take risks

- Ideal candidate would have a very strong customer focus and would work towards improving operational efficiency to ensure customer delight

What's on Offer - This is an excellent opportunity to develop your career within one of the fastest growing travel firms and be a part of their strategic expansion. You will be working in a execution focused organization and will get huge amount of ownership, freedom to experiment & innovate.

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