Head Client Servicing

21 hours ago

Gurgaon, Haryana, India a650f588-8c19-4bdb-91d4-7b8b39c85e42 Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Job Description: Head Client Servicing & Contact Center(Customer Service Operations)

Location: Gurgaon (Work from Office)

Function: Operations / Service Excellence

Reporting To: CEO

Role Overview

The Head Client Servicing & Contact Center will be responsible for managing client relationships, driving customer satisfaction, and leading the 24x7 Contact Center operations. This is a senior leadership role that combines strategic account management, operational oversight, and service delivery excellence. The incumbent will ensure seamless client servicing while transforming the Contact Center into a customer-centric, data-driven, and innovation-led function.

Key Responsibilities

Client Servicing & Relationship Management

  • Act as the primary liaison for key clients (NBFCs, OEMs, corporates, e-commerce partners), ensuring long-term partnerships and renewals.
  • Understand client needs, expectations, and KPIs, ensuring timely delivery of commitments.
  • Conduct regular business reviews with clients, providing insights, reports, and value-add recommendations.
  • Manage escalations proactively and ensure service recovery with empathy and accountability.

Contact Center Operations

  • Lead and oversee the 24x7 Contact Center / Alarm Center, ensuring high-quality resolution of RSA, warranty, and assistance requests.
  • Monitor and drive SLA adherence, CSAT, NPS, AHT, and FTR as key metrics.
  • Champion automation and digital adoption (speech bots, CRM tools, dashboards) to enhance efficiency.
  • Develop and implement processes that ensure scalability and service excellence.

Leadership & Strategy

  • Lead a team of Client Servicing Managers, Contact Center Leaders, and support staff, ensuring motivation and continuous improvement.
  • Build strong collaboration with the Service Excellence & Innovation team to drive automation, customer experience enhancements, and new initiatives.
  • Provide strategic inputs to leadership on service delivery trends, customer behavior, and business opportunities.
  • Ensure compliance with regulatory, client, and organizational requirements.

Key Skills & Competencies

  • Strong background in client relationship management and customer operations (preferably in RSA, BFSI, Insurance Assistance, or similar service sectors).
  • Proven ability to lead large-scale customer service/contact center operations.
  • Excellent stakeholder management, problem-solving, and decision-making skills.
  • Strong analytical and reporting abilities; experience in data-driven performance management.
  • Exceptional communication and leadership presence.

Qualifications & Experience

  • Graduate / Post-Graduate in Business, Operations, or related field.
  • 16 to 22 years of experience in client servicing and customer operations, with at least 6+ years in a leadership role.
  • Prior exposure to Automobile RSA, BFSI assistance, or VAS services is highly preferred.

What We Offer

  • Opportunity to lead a critical function at India's fastest growing VAS & Assistance services company.
  • A platform to directly impact client retention, customer satisfaction, and operational excellence.
  • Collaborative culture with senior leadership exposure.
  • Competitive compensation with performance-linked growth.

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