Managing the large team of customer service and handling the operations of the department i.e. Contact Centre & backend operations, Call Centre management, complaint resolution, new customer acquisitions, documentation & verification, billing, collections, recovery, customer’s retention, web services, backend operations, customer communications and client relations etc. Responsible to develop and implementing the holistic customer service strategies/policies/processes for the organization to continuous improve the business processes, reduce the TAT, increase the revenues and enhance the customer experience with the organization. To Accomplish the customer service human resource objectives i.e. recruiting, selecting, orienting, training, and assigning job profiles. Defining job expectations, monitoring, appraising, and reviewing job contributions. Assessing the customer service team performance through periodically reviews with the teams. Nurturing the team spirit and performance based culture to achieve the organizational objectives. Responsible for capturing customer feedbacks and benchmarking best practices of the Industry. Domain expert for new business in India and giving consultancy to BD department for new projects.