VP, Customer Service – GSTN, New Delhi

From 14 to 20 year(s) of experience
₹ Not Disclosed by Recruiter

Job Description

Roles and Responsibilities

VP- Customer Service

Role:VP, Customer Service

Reporting toSVP- IT

Function:Customer Service


Age Criteria:Maximum age 41 years

Experience:14 – 16 Years

Role Description

The VP – Customer Service will manage, oversee and supervise all customer service functions of the GST System. The GST is a PAN India program for over 1.21 crore Taxpayers and approx. 66,000 Tax officials. The users of the GST system are tax payers and tax officials. The role shall lead the functioning and management and operations of atleast two helpdesks (Separate helpdesks for Taxpayers and Taxofficials) for users which are provided by multiple service provider / partners. He/ She will be responsible for ensuring adherence to organisation’s policies and laid down practises, standards and procedures. The position will report to the SVP IT of GSTN.

The candidate should be able to contribute to the achievement of GSTN’s strategic objectives by ensuring comprehensive examination and resolution of customer queries from Business and Technological standpoint. The job holder would also be responsible for understanding the linkages/ trends on Services/ Business and Technological pertinent issues and providing an integrated solution to the customer grievance resolution.

Key Responsibilities

Strategy Design and Implementation

Design the Customer Service strategy for Services/ Business and Technology and chart out the implementation roadmap by collaborating and taking inputs from other functions (especially Services/ Business, Technology, Strategy, MIS and Analysis) in order to capture their key expectations.

Should be able to do contract management with vendors and ensure that the Help Desk operates as a highly professional service that meets the adopted standards of the organisation as defined in Contractual Agreement.

Actively seeks to understand GSTN core business values and initiatives, and translates those into everyday Customer Services practices.

Plan and strategize the budget of Customer Services function.

Should have prepared RFP for customer services operations with relevant inputs from stakeholders and include service level metrics for helpdesk.

Customer Service Operations

Will own and run two helpdesks for Service delivery and contract adherence.

Partner management and coordination for GSTNs IT (MSP) and the helpdesk.

Manage service delivery experience to the taxpayers through multiple channels (phone, email, and chat), social channels (Twitter moderation etc), and self-help channels (FAQ & knowledge management on portal).

Establish SOPs and ensure implementation of systems and processes for responding to customers through Business and Technical Helpdesks.

Monitor and ensure adherence to the defined SLAs (ASA/ Customer Satisfaction/ FCR etc.) by helpdesk partners and adherence to timeline while responding to the customer queries.

Establish channels of communication with stakeholders, including end-users, for the purpose of gathering information and reporting grievances and Collaborate with Services and Technology in order to resolve the grievances of customers in a timely manner.

Keep abreast of the latest developments in the GSTN Services and Technology domain to examine the possibility of their application at GSTN; In turn, strengthen GSTN’s query resolution capabilities

Collaborate with the business for Strategy, training, MIS analysis for identifying better means/ best practices/ latest trends to serve customers through effective helpdesks

Understand the trends/ patterns in the nature of technical/ services/ integrated customer queries and incorporate the same in the department as well as organizational strategy to enhance customer satisfaction

  • Will prepare dashboards, read, comprehend and analyse a variety of complex forms, reports for both real time and historical data.
  • Will advise the leadership on change and new technology implementation by taking requirement inputs from business, and focus on cost & delivery.
  • Monitor functioning of Multiple Helpdesks

  • Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department
  • Coordinate between the customer support teams and technical teams of multiple helpdesks with the L2/L3 functions of the GSTN IT partners for issue resolution

    Ensure implementation of change requests in the helpdesk operations and systems as and when required

    Ensure creation of systems and processes that ensure a knowledge base for assisting users in resolving basic issues themselves

  • Will plan and lead reviews with partner at a regular frequency.
  • Will conduct internal review with GSTN management at regular intervals to highlight performance and opportunities in time.
  • Maintains a complete and thorough understanding of technical systems in a complex automated customer service centre. Ex exposure to Chat-Bot metrics and management, Automation to save time and effort etc.
  • Handling issues from Service and legal team for helpdesk inputs.
  • Resource Allocation

    Oversee and continuously review the forecast and action in case of deviations.

    Ensure that helpdesks are manned by resources that have the requisite skill to handle the queries and their effective resolution in a timely and efficient manner.

    People Development

    Conduct formal performance appraisal and provide developmental documented feedback for own team.

    Identify training needs of subordinates and provide functional training inputs through internal and external sources

    Key Interfaces:



    Managed Service Partner of GST System

    Managed Service Partners of multiple Helpdesks

    Tax payers, Tax officials

    GSTN Internal Departments i.e. Technology, Services, Operations, GRC, Finance, Procurements and Contracts; Customer Service.

    Key Attributes & Skills:

    Strong oral and written communication skills, as well as a strong technical and analytical aptitude required.

    A bachelor’s degree, or higher, in operations, or a related field, is required with a manager level experience for 15 years or more.

    Demonstrated ability managing and developing large high performance teams of associates/managers is required. Demonstrated familiarity with general principles of workflow in an inbound call/email center, and current technologies to help handle that workflow.

    Draft and execute RFP and contract documentation for customer services operations.

    Proficiency in computers, MIS, excel is must.

    ITIL Intermediate certification preferred

    Experience of setting up and leading the Customer Relations/ Operations function in a start-up organization with at least 100 employees is preferred.

    Role:Change Manager

    Salary: Not Disclosed by Recruiter

    Industry:BPO / Call Centre

    Functional Area:Project & Program Management

    Role Category:Technology / IT

    Employment Type:Full Time, Temporary/Contractual


    UG:Any Graduate

    Company Profile

    NISG (National Institute for Smart Government)

    Company Info
    View Contact Details+

    Contact Company:NISG (National Institute for Smart Government)