Vice President of Client Services is the executive leader for all the client services groups at the company's office in Gurgaon, India. The incumbent will be responsible for ensuring excellent service delivery through implementation and management of best practices in people, processes and performance management domains for the group. The role requires visionary leadership and management of service delivery for multiple B2B cloud-based software products through a division of 900+ FTEs.
Experience managing global clients while coordinating resources across multiple geographic locations is required. The role is a balance between leading traditional support processes and Professional & Creative Services. This is a senior management position at the Gurgaon office . This role may require travel to the organisation's HQ located in the United States and other locations. This position reports to the Global Senior Vice President of Client Services at the US HQ.
3 key aspects of the role Ã¢â¬â
ÃÂ·Delivery and continuous improvement of the India Client Services function
ÃÂ·Play an active role in taking the organisation's India office forward (being a part of the India SM group)
ÃÂ·Work seamlessly with the US counterparts and stakeholders and ensure that the India team aligns and delivers as per the vision
Work Hours: US Early East Coast hours for first 6 months. After that, there is some flexibility.
What You Will Be Doing
ÃÂ·Lead a division of 900+ highly trained product consultants, success managers, operations managers, Director and AVPs. The role involves managing both customer services through traditional channels (phones, chat and portal cases) as well as professional services Ã¢â¬â project leads and graphics designers
ÃÂ·Ensure continual achievement of critical metrics in Client Services Ã¢â¬â Satisfaction Parameters, SLA, Quality, Training, Project implementations and Attrition
ÃÂ·Manage the budget spend for the division in an optimal manner and ensure best possible utilization of financial resources
ÃÂ·Mentor leaders and ensure effective succession management and implementation of best practices in talent management through close coordination with the Human Resources division
ÃÂ·Manage interdepartmental and intradepartmental as well as cross-border communication at all levels and lead the conversation and communication engagements with external and internal customers.
ÃÂ·Implement and manage best practices for people, process and performance management to ensure continual improvement and better the existing level of achievement of critical metrics
ÃÂ·As a core leader at India office, contribute to the company wide projects and programs that are implemented for ensuring competitive advantage of the India office and the organisation overall
ÃÂ·Be the Champion of Ã¢â¬ËVoice of CustomerÃ¢â¬â¢ and Ã¢â¬ËVoice of BusinessÃ¢â¬â¢ and effectively engage, proactively drive and ensure excellent stewardship of critical business programs Ã¢â¬â new product enhancements, service design, launch of new value added services/products, competitive intelligence and new acquisitions done by the company
ÃÂ·Responsible for ensuring proper recruitment, training and staffing of resources at all levels within the Client Services group at India through close coordination with Human Resources and Work Force Management group
ÃÂ·Provides executive leadership for all aspects of the business for India in collaboration with global management.
ÃÂ·Consults with key stakeholders to determine user needs, reporting requirements and areas where procedures need streamlining in a high-growth environment
ÃÂ·Provides guidance and mentor ship to team
What You Will Need for this Position
ÃÂ·15+ years of experience in servicing business clients (international clients)
ÃÂ·6+ years managing large service groups
ÃÂ·Should have managed or overseen an operation of 800+ employees
ÃÂ·Handled internal budget and client P&L responsibilities
ÃÂ·Must have an unwavering focus on client satisfaction, sophisticated leadership abilities, desire and ability to operate in a highly matrixed environment, a passion for talent and a high achievement drive.
ÃÂ·Comprehensive knowledge of industry best practices, processes and measurements
ÃÂ·Extensive experience in handling product support, preferably for SaaS companies with at least $100m in revenue
ÃÂ·Professional Services management experience preferred
ÃÂ·Must be ranked among top 5% among his/her present management group and a stellar track record of performance at senior management level
ÃÂ·Knowhow of the upcoming technology in the customer service space and deployment experience
ÃÂ·Motivational leader who is sensitive to our employeeÃ¢â¬â¢s and clientÃ¢â¬â¢s needs
ÃÂ·Near-native English fluency
ÃÂ·Career progression through client service management a plus
ÃÂ·Ability to track key performance metrics and make business decisions
ÃÂ·Ability to identify, model and implement solutions for business situations and client needs
ÃÂ·Manage communication with internal and external clients
ÃÂ·Leadership skills and traits with a fair understanding of motivation theories
ÃÂ·Very proficient with software packages of Microsoft Office
ÃÂ·Aptitude for data analysis and perform trend analysis
ÃÂ·Very good presentation skills
ÃÂ·Entrepreneurial spirit/mindset, flexibility toward dynamic changes
Desired Candidate Profile
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