Head - Client Servicing - Assurance

2 weeks ago

Gurgaon, Haryana, India Coe Solution Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Client is a leading B2B2C value-added services provider, delivering premium customer support and emergency assistance across diverse sectors including automotive, insurance, fintech, and telecom. We operate on behalf of our clients to deliver end-customer delight through timely, reliable, and high-quality assistance experiences.

Role Summary
The Head - Client Servicing is a senior leadership role responsible for owning and nurturing enterprise client relationships while ensuring world-class delivery of customer service through a large-scale contact center seats). The role demands deep expertise in client engagement, contact center operations management, and service excellence, with a strong focus on meeting and exceeding SLAs committed to clients-across metrics such as TAT, FCR, abandonment rate, AHT, and CSAT.

Key Responsibilities

  • Client Engagement & Relationship Management
  • Act as the single point of contact for key B2B clients, owning end-to-end service delivery commitments.
  • Lead periodic client meetings, reviews, and governance sessions (QBRs/MBRs) to present operational performance, SLA adherence, and improvement roadmaps.
  • Understand client needs, expectations, and escalation trends to proactively drive service improvement initiatives.
  • Translate client requirements into actionable deliverables across internal teams (Ops, Quality, WFM, Tech).
  • Customer Service Operations Oversight
  • Oversee the delivery of customer support via the contact center FTEs), ensuring premium service levels and responsiveness.
  • Govern performance metrics including:
  • Abandonment Rate
  • Average Handling Time (AHT)
  • First Call Resolution (FCR)
  • Turnaround Time (TAT)
  • CSAT / NPS
  • Ensure real-time service monitoring, proactive incident management, and rapid SLA recovery when needed.
  • Work closely with WFM, Training, and Quality Assurance teams to maintain optimal performance.
  • Leadership & Cross-functional Coordination
  • Provide operational direction to contact center leaders, team leads, and support functions (without direct hiring responsibility).
  • Liaise with HR and senior leadership on capacity planning, attrition management, and resource productivity.
  • Coordinate with technology and digital teams to enhance contact center systems, automation, and customer interaction tools (e.g., IVR, CRM, chatbots).

Service Quality & Governance

  • Drive continuous improvement and Six Sigma-style initiatives to enhance service delivery and reduce escalations.
  • Ensure processes are aligned with contractual SLAs, regulatory guidelines, and client-specific standards.
  • Monitor customer journeys and feedback to identify systemic issues and close gaps.

Required Experience & Qualifications

  • 10-18 years of total experience, with a strong background in B2B2C customer service operations.
  • Minimum 5+ years in a leadership role managing a contact center of at least FTEs.
  • Experience handling client-facing responsibilities, governance, and SLA management in industries like insurance, automotive, healthcare, or telecom preferred.
  • Proven track record of managing performance across critical metrics and aligning service delivery with client KPIs.

Key Competencies

  • Strategic client servicing and stakeholder management
  • Deep understanding of contact center operations and metrics
  • Strong command over SLAs, governance frameworks, and compliance
  • Excellent communication, reporting, and presentation skills
  • Collaborative leadership without direct HR responsibilities
  • High EQ, maturity, and ability to manage across functions

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