HEAD – CSS PAN-INDIA OPERATIONS

Location: Chennai BU: Customer Services

Reporting To: CEO Team

Size: 220+ Employees Customer Base: 60+ Customers across Banks, Co-operative Banks & White Label ATM (WLA) Operations Geographical Coverage: Pan India

Experience: 22–25 Years

Industry Preference: ATM / Banking Technology / Payment Solutions / Managed Services / IT Infrastructure / Field Service Operations

POSITION OVERVIEW

We are looking for a seasoned Head – CSS Pan-India Operations to lead and manage the complete Customer Service & Support function across India.

The role will be responsible for the operational leadership of a 220+ member CSS organization, supporting 60+ customers across Banks, Co-operative Banks and WLA networks. The incumbent will own service delivery, ATM/field support operations, SLA performance, customer experience, escalation management, workforce productivity, vendor governance, operational controls and continuous improvement.

The ideal candidate should have strong experience in ATM / banking technology / payment services / managed services operations, with demonstrated capability of managing large Pan-India operations, multiple banking customers, field teams, service partners and high-volume service environments.

The role requires a strong combination of strategic leadership, operational excellence, customer management, commercial orientation and execution capability.

KEY RESPONSIBILITIES

- Pan-India CSS Operations Leadership

· Own the complete CSS operations across India with overall responsibility for 220+ employees.





· Lead centralized and field-based customer support operations covering Banks, Co-operative Banks and WLA customers.

· Establish explicit operating structures, governance mechanisms, SOPs and accountability frameworks.

· Ensure consistent service delivery standards across regions and customer accounts.

· Drive operational discipline, productivity and service excellence across the organization.

· Build scalable operating models aligned with business growth and customer requirements.

- Customer & Service Delivery Management

· Own service delivery for 60+ banking, co-operative banking and WLA customers.

· Act as the senior escalation point for critical customer issues and service disruptions.

· Establish regular governance reviews with key customer stakeholders.

· Monitor customer satisfaction, service performance, complaints, escalations and SLA adherence.

· Drive improvement in customer experience through proactive monitoring and preventive actions.

· Develop strong relationships with CXO / senior management stakeholders of strategic customers.

- ATM / Field Service Operations

· Provide leadership for ATM and associated field-service operations across India.

· Monitor ATM uptime, incident response,



field engineer productivity and turnaround time.

· Establish mechanisms for proactive monitoring and resolution of recurring incidents.

· Drive reduction in downtime, repeat calls, MTTR and service escalations.

· Ensure effective coordination between CSS, NOC, field teams, vendors and customers.

· Develop operational dashboards for uptime, incidents, SLA, productivity and service quality.

- SLA, KPI & Operational Governance

· Own SLA performance across all customer accounts.

· Define and monitor critical operational KPIs and KRAs.

· Track uptime, MTTR, incident ageing, repeat incidents, call closure, first-time resolution and customer escalations.

· Establish daily, weekly and monthly operational review mechanisms.

· Ensure timely MIS and management reporting.

· Identify performance gaps and implement corrective and preventive actions.

· Manage service credits, penalties and SLA-related commercial implications.

- People Leadership & Workforce Management

· Lead and develop a 220+ member CSS organization.

· Build a high-performance culture focused on accountability, ownership and customer service.

· Drive manpower planning based on customer volumes, geographical spread and business growth.

· Optimize workforce utilization, productivity and deployment.

· Identify capability gaps and establish technical and behavioural development programs.

· Strengthen succession planning and leadership pipeline for critical operational roles.

· Drive employee engagement and retention of key operational talent.

📌 Head CSS (Chennai)
🏢 Vortex Engineering
📍 Chennai