Vice President – Service & Support

This position requires strong leadership, hands-on operational involvement, analytical reporting skills, and experience in setting up teams and systems from the ground up.

Key Responsibilities:

1. Client Service & Relationship Management

Manage and deliver end-to-end service and support for clients, ensuring high satisfaction and retention.

Serve as the escalation point for key client issues and ensure timely resolution.

Build long-term client relationships through consistent communication and performance delivery.

2. Team Building & Leadership

Recruit, train, and mentor the service and support team in line with business growth.

Work closely with HR or external consultants for hiring the right talent.

Manage workforce planning, resource allocation, and productivity tracking.

Build a performance-driven culture focused on ownership, service excellence, and deadlines.

3. Recruitment & Vendor Coordination

Collaborate with hiring consultancies and online job portals for team recruitment.

Contribute to creating job descriptions, screening candidates, and conducting interviews.

Maintain strong hiring networks to scale operations quickly when needed.

4. Dialer & Process Management

Oversee dialer setup, usage, and daily operational management (inbound/outbound/blended).

Work with IT teams or vendors to ensure system efficiency and uptime.

Monitor call flow, productivity metrics, and improve process efficiency.

5. Reporting & Analysis

Prepare detailed service reports, dashboards, and performance summaries using Excel and MIS tools.

Analyze service metrics to identify improvement areas and optimize performance.

Present insights and reports to senior management on a periodic basis.

6. Project & Operations Management

Manage multiple client service projects simultaneously, ensuring timelines and deliverables are met.

Coordinate between cross-functional teams (tech, marketing, client servicing) to ensure operational alignment.

Identify risks or bottlenecks and implement timely solutions.

7. Customer Support & Quality Delivery

Ensure top-quality service standards and adherence to SLAs.

Handle customer feedback and ensure corrective actions where needed.

Drive customer experience initiatives and service excellence improvements.

Qualifications & Experience:

Graduate / Postgraduate in Business Administration, Operations, or related discipline.

8–12 years of experience in Customer Support / Service Operations, with at least 3 years in a leadership or managerial role.

Experience in setting up teams, managing recruitment, and scaling service functions.

Strong command of MS Excel, reporting, and data analytics.

Exposure to dialer management, CRM systems, or customer support platforms preferred.

Strong vendor coordination and hiring consultancy experience is an added advantage.

Ability to multitask, meet tight deadlines, and handle multiple projects simultaneously.

Key Skills & Competencies:

Excellent leadership and team-building capability.

Hands-on operational and analytical approach.

Strong communication and client-handling skills.

Good understanding of technology, CRM, and support systems.

Process-oriented mindset with attention to detail.

Proactive, self-driven, and adaptable to fast-paced environments.