Job description :   Manager (First Value Delivery) :   Job Description : First value delivery (Manager) - Custodian of the 1st value delivery, at the customer experience level ensuring member delight.  Profile : He/She will be responsible for the customer experience management across the customer life cycle; ensuring strong control over adherence of the SLA's at various customers connects. When a customer is unhappy, either because the company failed to satisfy her or because she's just a prickly personality, he/she has to know how to repair the damaged relationship and avoid losing the Customer through the service owners.  Job Specification :  Educational Qualification : Graduation/Post graduation  Experience Required : 7 to 10 years of Experience  Skills & Abilities :  - Analytical skill and attention to detail are essential requirements for this role  - Good decision-making skills to make recommendations for improvements and execute timely/correct decisions.  - Patience and Good Listening Skills  - Team Management  - Persuasive, Negotiating and Influencing Skills  - Excellent Interpersonal Skills as this role would require cross functional interactions.  - Must also be an Excellent communicator so that he/she can guide their teams and encourage colleagues to maintain the highest standards of quality  - Should be willing to stretch and manage tighter timelines  Desired Industry :   - Hospitality  - Airlines  - Insurance  - Banking with customer care / member service  Responsibility : (Should have handled such responsibilities in past assignments)  Monitor & Manage member real time disengagement & Govern through internal escalation process :  - Interaction Management (Exceed TAT)  - Onboarding Process (Welcome Process / Premiums Process/ RCI Process & Logistics)  - Complains & Retention Process  - Responsible for improving the experiences customers have with organization, with the goal of increasing customer persistency (Retention)  Customer value management :   - Govern the failures & Control Member Experience through Process Owners  - To maintain the team effectively towards the customer satisfaction.  - Responsible for recruitment, training, mentoring and retention Of his team members  - Allocate tasks to the team  - Review of Team's performance  - Periodic tracking of performance appraisal of the team  CTC: 15 LPA

Mumbai

Mahindra Holidays - Manager - Customer Experience Management - First Value Delivery 

Mahindra Holidays - Manager - Customer Experience Management - First Value Delivery  ,Job Description for Mahindra Holidays - Manager - Customer Experience Management - First Value Delivery  in Confidential in  Mumbai for (7-10) years of experience. Apply Now!

Job Description for Mahindra Holidays - Manager - Customer Experience Management - First Value Delivery  in Confidential in  Mumbai for (7-10) years of experience. Apply Now!