Sr Vice President - Customer Service/Helpdesk - ITIL

Sr. Vice President - Customer Service

Role SVP - Customer Service

Reporting to CEO

Function Customer Service

Location New Delhi

Key Attributes & Skills:

- MBA with 15- 18 years of experience in IT/ITES service delivery and management/ Helpdesk operations out of which at least 3 years as head of helpdesk functions in a reputed organization. ITIL Intermediate certification preferred

- Experience of 5 years in ITIL based service delivery and management. At least 5 years of experience in supervising/ handling customer services, overseeing the overall performance and service levels of the customer services team, taking care of escalations.

- Experience of setting up and leading the Customer Relations/ Operations function in a start-up organization with at least 100 employees is preferred

Role Description:-

1. To contribute to the achievement of ORGANIZATION's strategic objectives by ensuring comprehensive examination and resolution of customer queries from Services/ Business and Technological standpoint.

2. The job holder would also be responsible for understanding the linkages/ trends on Services/ Business and Technological pertinent issues and providing an integrated solution to the customer grievance resolution

Key Responsibilities:-

Strategy Design and Implementation

- Design the Customer Service strategy for Services/ Business and Technology and chart out the implementation roadmap by collaborating and taking inputs from other functions(especially Services/ Business, Technology, Strategy, MIS and Analysis) in order to capture their key expectations

- Ensure that the Help Desk operates as a highly professional service that meets the adopted standards of the organisation

- Plan the budget of Customer Services department during the internal budgeting exercise

Customer Service Operations

- Establish SOPs for the resolution of customer queries and grievances in order to restore normal service, at the earliest possible time, in the event of a problem

- Ensure implementation of systems and processes for responding to customers through Business and Technical Helpdesks

- Ensure implementation of helpdesks with the defined configurations/ features in terms of languages, reporting channels etc.

- Monitor and ensure adherence to the defined SLAs and timelines for responding to the customer queries

- Establish multiple channels of communication with stakeholders, including end-users, for the purpose of gathering information and reporting grievances

- Act as a single point of escalation for all business and technical pertinent customer concerns; Collaborate with Services and Technology in order to resolve the grievances of customers in a timely manner

- Keep abreast of the latest developments in the ORGANIZATION Services and Technology domain to examine the possibility of their application at ORGANIZATION; In turn, strengthen ORGANIZATION's query resolution capabilities

- Collaborate with the department of Strategy, MIS and analysis for identifying better means/ best practices/ latest trends to serve customers through effective helpdesks

- Collaborate with Business/ Services and Technology departments to provide incremental improvements to improve existing systems and processes on a continuous basis

- Understand the trends/ patterns in the nature of technical/ services/ integrated customer queries and incorporate the same in the department as well as organizational strategy to enhance customer satisfaction

- Envisage the future requirements of the customers in terms of query resolution; Ensure development of ORGANIZATION's capabilities to successfully meet the same

Monitor functioning of Helpdesks

- Keep abreast of the latest developments in the ORGANIZATION Services and Technology domain to examine the possibility of their application at Customer Service division

- Ensure implementation of change requests in the helpdesk operations and systems as and when required

- Ensure creation of systems and processes that ensure a knowledge base for assisting users in resolving basic issues themselves

Resource Allocation

- Oversee and continuously review the manpower in respective helpdesks basis the quantum of queries received

- Ensure that helpdesks are manned by resources that have the requisite skill to handle the queries and their effective resolution in a timely and efficient manner.

People Development

- Conduct formal performance appraisal and provide developmental feedback for own team

- Identify training needs of subordinates and provide functional training inputs through internal and external sources

Others

- Ensure timely preparation of MIS and Status Updates for circulation to the Top Management and other authorities as may be required

Manoshree Bhattacharjee
PeopleStrong HR Service