Executive Vice President of Customer Experience

1 month ago

Pune, India Careerist Management Consultant Pvt. Ltd. Full time
Job Title: Vice President

Job Summary:

We are seeking a highly skilled and experienced Vice President to lead our customer service operations. The successful candidate will be responsible for providing exceptional customer service support across multiple communication channels, addressing complex customer needs, and collaborating with teams to streamline customer care processes.

Key Responsibilities:

  • Provide customer service support across multiple communication channels, including chat, email, and phone.
  • Address and resolve complex customer needs, requests, and inquiries in alignment with customer service standards.
  • Collaborate with teams across the bank to streamline and align customer care processes.
  • Identify opportunities for improvement and recommend changes to enhance customer care practices.
  • Develop and implement customer care procedures and controls to mitigate risks and ensure efficient operations.
  • Resolve inquiries related to the bank's products and services.
  • Prepare reports and presentations on customer care performance and share insights with senior internal stakeholders.
  • Stay informed on industry trends and best practices to enhance the efficiency and effectiveness of customer care services.

Vice President Expectations:

  • Advise key stakeholders on areas of impact and alignment within and across functions.
  • Assess and manage risks to support control and governance initiatives.
  • Demonstrate leadership and accountability for risk management and control enhancement within your team.
  • Apply a deep understanding of the organization's functions to contribute toward business objectives.
  • Collaborate across business support areas to stay aligned with ongoing activities and strategies.
  • Utilize advanced analytical thinking to compare and select from complex alternatives.
  • Build and maintain strong relationships with internal and external stakeholders.

Requirements:

  • 7-15 years of experience in customer service operations.
  • Technical skills in Java, Spring, Angular/React, and IAM systems.

Technical Stack:

Exp: 7-15 Years

Java, Spring, Angular/React

IAM - ForgeRock OR Ping OR OKTA OR SailPoint

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