The CRM team handles the relationship from the point of sale until possession of the residence, for over 31,000 clients of Lodha Group, including the who's who of the Mumbai corporate world. With the growing customer base over the years, this team is being scaled up accordingly, and is currently involved in multiple initiatives in technology and customer experience. Thereby providing an excellent platform for both growth and learning for associates with the right skill set.   PURPOSE OF THE ROLE :   This is a strategic role inside the Customer Relationship Management function of the Lodha Group. The incumbent will play an important part in Process Re-engineering inside the Quality function, The incumbent will be responsible for defining, documenting, auditing and improving various internal and customer facing processes of the CRM team, in order to reduce customer effort and increase operational efficiency. The role entails both process definition and implementation, with the required IT infrastructure and ownership of process outcomes.   - The opportunity space is large and diverse, as well as attractive & challenging. This role will require strong analytical skills, as it will lead the thinking on overall strategy, process improvements consumer satisfaction initiatives, across the customer life cycle stage.   Key Accountabilities :   Review, define, implement and document various process / guidelines related to customer care - on-boarding, registration, collections, possession etc.  Define and implement quality standards, SLAs and balance scorecard across customer service  Drive implementation by creating right IT infrastructure   Drive Improvement Projects across processes to improve process capability & sustenance  Define controls mechanisms in place for sustaining improvements  Deliver continuous process improvement to meet business goals   Design and project manage the technical infrastructure to automate processes   Design compliance metrics and continuously monitor implementation via audits   Conducting audits of policy and compliance to standards, drive process improvement initiative  Identifying process improvement initiatives and consistently enhancing the process through applying process improvement tools like Lean Six sigma, Kaizen & Process Automation (preferable)  THE EXPECTATIONS :   Behavioral traits :   - Ability to envision efficient processes and translate into reality   - Structured thinking and reasoning   - Innovative thinking and problem solving   - Program / Project management skills   - Adaptable to fast-changing environment   - Result oriented   Competencies - Must have :   - Exposure/formal training on six sigma or equivalent certifications are desirable  - Strong problem solving skills with a practical sense of what works in an organizational setting.  - High motivation levels with a can do attitude.  - Self-starter looking for an exciting and transformational work environment.  - Possess strong communication skills.  - Interest in the real estate/ Infra sector required, prior experience in the sector is not necessary.  - Exposure to CRM / ERP / Workflow automations desirable  What we offer :  - Ability to build expertise in a sunrise sector with a company committed to innovation and transformation.  - Accelerated trajectories entirely based on meritocracy.  - Overseeing of company's different cells & get P&L exposure.  - Intellectual stimulation that equals the Big 3 strategy consulting groups, but with the impact of seeing and making it happen in reality  - Strong visibility with senior management  - Competitive compensation with leveraged performance based variable compensation and opportunity for wealth sharing.  - Individual based organizational development plan and training opportunities with consulting like development inputs  QUALIFICATION :   - MBA from a Tier 1 institute, with specialization in Operations / Quality management/Strategy   - 2+ years of work experience, preferably in one of the premier consulting firms

Mumbai

Lodha Group - Associate General Manager - Customer Care 

Lodha Group - Associate General Manager - Customer Care  ,Job Description for Lodha Group - Associate General Manager - Customer Care  in Lodha Group in  Mumbai for (2-5) years of experience. Apply Now!

Job Description for Lodha Group - Associate General Manager - Customer Care  in Lodha Group in  Mumbai for (2-5) years of experience. Apply Now!