Roles and Responsibilities
VP- Customer Service
Role:VP, Customer Service
Reporting toSVP- IT
Age Criteria:Maximum age 41 years
Experience:14 – 16 Years
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.
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
Monitor functioning of Multiple Helpdesks
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
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.
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
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.
Salary: Not Disclosed by Recruiter
Industry:BPO / Call Centre
Functional Area:Project & Program Management
Role Category:Technology / IT
Employment Type:Full Time, Temporary/Contractual
NISG (National Institute for Smart Government)