Service Head (Noida & Mumbai)

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Key Responsibilities:

Customer satisfaction as per the business requirement
KPIs for the team like average handling time (AHT), adherence, client experience metrics, sales, quality, digital migration, etc.
Motivating and developing teams to meet and exceed unit targets on service, sales, and client experience parameters.
Managing escalations / complaints and client experience.
Governing adherence to compliance and information security requirements on service and sales.
Managing overall performance of the teams assigned/
Mentoring and coaching the Supervisors and Coaches for performance and behavioral gaps.
Managing the bottom quartile delivery.
Ensuring smooth functioning of the operations on the floor.
Managing administrative activities for the teams and managing discipline on the production of the teams.
Attending meetings and reviews to represent the cluster delivery.
Conducting performance appraisals as per company timelines and guidelines.
Managing the hiring, training and the onboarding requirements for the business.

Role Proficiencies:

Experience:
10 - 20 Years
Salary:
7 LPA - 22 LPA
Diversity Candidate:
No
Location:
Multiple Cities
Address:
Bengaluru, Noida
Primary Skills:
Team Handling, Performance Management, Problem Solving Skills, Stakeholder Management
Secondary Skills:
Presentation Skills, Time Management, Active Listening
Industry:
BFSI Fintech & Financial Services
Job Type:
Full time
Degree:
Graduate/Post-Graduate

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