Head - Customer Experience & Process Governance

Position : Deputy General Manager

Department : SO

Function : Customer Experience- Service Operations

Position based at (Location) :Noida

1. POSITION SUMMARY

The incumbent will be responsible for delivering seamless and superior customer experience across the billing, collections, and dispute resolution lifecycle, ensuring communications done through various touch points for these three verticals are in line with policies alongwith input accuracy, timeliness and effective resolution of customer concerns across service operations touchpoints.

The role will lead and govern both in-house collection teams and external collection agencies while collaborating closely with cross-functional stakeholders to drive operational excellence, customer satisfaction, process compliance, and service quality.

Key responsibilities include overseeing customer interactions and escalations, strengthening billing and collection processes, driving issue resolution, monitoring service performance, and ensuring adherence to organizational policies and governance standards, while consistently fostering a customer-centric culture.

1. PRINCIPAL ACCOUNTABILITIES

• Ensure Completeness of Service recovery i.e. understanding and resolution w.r.t. Customer's initial Feedback in survey
• Engage with cross-functional teams (Service assurance, CSMs, Billing, IT, Revenue Assurance, Collections team and Payex team) to analyse RCA of detractor customers based on VOC after SRD.
• Identify if there is any need for Process, system fixes and initiate corrections through respective responsible functions and IT.
• Building and shipping periodic MIS to stakeholders (Including Agencies/ Collection Managers) on NPS performance
• Sign off Survey outcomes with Customer Experience/Service assurance team for SLT Decks and reap computations.
• Prepare Management Presentations on monthly NPS performance and actions update
• In addition to NPS survey, engage for other Customer escalation to SLT in similar fashion to NPS ( i.e. RCA finding and Process fixations).
• Monitor performance of Survey Engine (i.e. if there are any challenges to trigger survey or survey being triggered to wrong contacts) - by doing periodic reconciliation through Billing, IT and CX we could enhance survey attendance from existing 220/ month to 620/ month in Jun'26 to obtain deep insights from customer
• Check compliance to process w.r.t. set processes around customer experience.
• Process adherence and controls for improvements from customer VOC Learnings

KPI's

1. CRITICAL KNOWLEDGE & SKILLS

• Good Oral, Written and Presentation skills- MS PPT
• Efficient in handling large data volumes in Excel, MS-Access, Power BI

• Good inter-personal and coordination skills

1. QUALIFICATIONS AND EXPERIENCE

• MBA- Finance or Post Graduation Commerce/ CA etc. discipline with minimum 10 years of experience
• Candidates with experience in Customer experience will be preferred
• MIS and Analytics experience will be preferred.
• Telecom and collection related Experience would be preferred)