Senior Leadership Professional

1 month ago

Gurgaon, Haryana, India Airtel Full time
A Career Opportunity with Airtel

Location: Not Specified, Salary Range: 1200000 - 2000000 (Annual), Benefits: Comprehensive benefits package including health insurance, retirement plan, and paid time off.

About the Role

We are seeking an experienced Senior Leadership Professional to join our team as a Customer Service Head. In this role, you will be responsible for overseeing the customer service function, ensuring timely resolution of customer complaints, and maintaining excellent relationships with internal stakeholders.

Key Responsibilities
  • Closure of Escalations: You will be responsible for closing escalation received from RBI in a timely manner, minimizing downtime and ensuring customer satisfaction.
  • Sharing RCA: You will share Root Cause Analysis (RCA) with the central team for escalations, facilitating continuous improvement and knowledge sharing.
  • Follow-up on Issues: You will follow up with internal stakeholders to resolve issues identified during escalations, ensuring prompt action and resolution.
  • Meeting Attendance: You will attend RBI meetings and represent the bank, fostering strong relationships and effective communication.
  • CGO Management: You will manage Chief Governance Officers (CGOs), providing guidance and support to ensure successful case closure within the Timeframe Allowed To Resolve (TAT).
  • SR Tracking: You will track Service Requests (SRs) raised by CGOs, monitoring progress and resolving issues efficiently.
  • PJP Plan Submission: You will submit the team's Performance Journey Plan (PJP) plan on time, ensuring alignment with business objectives.
  • Critical Activities: You will keep track of critical activities like freeze removal for audit purposes, ensuring compliance and accuracy.
  • Compliance: You will ensure compliance with underwriting guidelines, adhering to regulatory requirements.
  • Regular Updates: You will monitor data security arrangements, following and cascading regular updates from Legal, Compliance, Risk, and Infosec teams.
Requirements
  • Experience: Minimum 8 years of experience in a leadership role, preferably in customer service or a related field.
  • Skill Set: Excellent leadership skills, strong analytical and problem-solving abilities, effective communication and interpersonal skills.

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