Altisource Portfolio Solutions S.A. (Nasdaq: ASPS), is a leading provider of mortgage, financial and technology services for the real estate industry. We utilize the latest technologies to provide best in class services related to real estate and mortgage portfolio management solutions which improve our clients performance and maximize their returns. We are seeking an energetic, highly-skilled self-starter who thrives in a dynamic and fast-paced environment.   - You can expect an inspiring work atmosphere and great colleagues as well as exciting career development opportunities.   - The Assistant Manager is responsible for taking action on customer complaints data from specific Business Units (BUs) identified as improvement opportunities to co-develop remediation strategies with that BU's subject matter experts (SMEs). Additional responsibilities include recommendations on improving customer satisfaction, reducing operational risk and increasing operational effectiveness.   - Using Altisource's standardized method of performing Root Cause Analysis; the Assistant Manager will use the iCasework system to document, review, and process and analyze the patterns and trends associated with customer complaints to implement successful remediation strategies.  As an Assistant Manager, you will :  - Perform weekly validation that all BUs are accurately capturing escalations via phone and live-monitoring activities  - Provide real-time coaching on customer-centric behaviors  - Conduct focus groups on current and ongoing customer concerns and escalations for process improvement opportunities  Weekly review of all BU iCasework cases to :  - Ensure complete/accurate entries (improve compliance to Escalation Management SOP)   - Leverage intelligence gained from repetitive escalations to identify priority improvement opportunities  - Assist with any high priority escalation research/information needs  - Ensure performance to resolved on time SLT for each respective BU  - Drive improvement on RCA corrective action plans/projects  - Work with BUs to research improvement strategies and implement solutions for problems found in our internal systems or processes, including assistance with documentation and training, where necessary  - Explain information found in analysis of data to applicable business unit team members and document issues found and trends identified as potential opportunities for improvement  - Proactively pursue and propose continuous improvements to drive quality and compliance, improve service and reduce costs  - Work as an internal consultant to help other departments gain Root Cause Analysis knowledge   - Identify, assess, track and manage project tasks, priorities and risks  - Identify and drive resolution of project issues  - Identify and help manage cross-departmental dependencies and provide recommendations to integrate efforts where needed

Mumbai

Altisource - Assistant Manager - Customer Experience Management 

Altisource - Assistant Manager - Customer Experience Management  ,Job Description for Altisource - Assistant Manager - Customer Experience Management  in Altisource in  Mumbai for (2-7) years of experience. Apply Now!

Job Description for Altisource - Assistant Manager - Customer Experience Management  in Altisource in  Mumbai for (2-7) years of experience. Apply Now!