Manager | Regional Account Service Mgr

Role

Regional Account Service Manager

Function / Department

Enterprise(customer Service)

Job Purpose

To support & execute the service strategy thereby ensuring benchmark levels of service & collections across

the customer life cycle for an identified set of strategic accounts across all segments, to deliver the best in

class customer experience, to drive net promoter score and CSAT index across segments,, to drive cost

optimization via digital aided channels, to proactively & reactively ring fence the customer base, to drive

customer engagement programs, lead service improvement / development plans, to enhance revenue by

creating stickiness through various CVM campaigns, to drive collections (receivables) through focused

proactive & reactive measures, to adopt a consultative approach & use analytics as a means to improve

customer experience that can support the organisation's vision & objectives.

Core Competencies, Knowledge, Experience

Strategic

Implement the service & collections strategy to deliver differentiated services for an identified set of strategic accounts in order to enhance

competitive position in the region v Implement a plan to improve customer experience based on feedback based on

customer VOC, RNPS, C-SAT scores etc.

Act as a consultant, Innovate and bring appropriate changes in service delivery depending on market realities and demands.

Operational

Customer engagement via digital medium, field interactions, formal service reviews, other

engagement programs that cater to the customer's evolving service needs. v

Initiate service improvement plans to ensure open issues are addressed, service levels & customer commitments are met.

Must have technical / professional qualifications

University Degree / MBA along with technical qualifications or equivalent

ITIL Certification on Foundation, Service Operations

Ability to manage 'C' level engagement.

Prior experience in B2B or Telecom B2B

Powerful influencing & negotiation skills.

Effective communication & relationship management skills

Proven ability to function within a matrix organization