Assistant Director/Senior Manager - Customer Onboarding - B2C Business

Job Description :

As the Head of Customer Onboarding Operations, you will be responsible for onboarding members to the treatment with the right experience. You will be accountable for the following key operating metrics for the function:

1. Onboarding SLA - Drive customer onboarding with a team of Onbording Specialists with a goal to ensure the best experience for the member from enrollment to activation and to keep members for life. The key focus is to drive the team to onboard all the members within SLA without compromising on the member experience.

2. Onboarding Happiness - Continuously measuring the member experience for all the services provided and working with different BUs to ensure initiatives are being taken to improve the experience. Audit the team's performance and ensure the right experience is delivered to the member and pick up poor experience ratings and resolving the issues in a timely manner to improve member experience.

3. Escalation Handling and Incident Management - Monitor all customer grievances / incidents reported and ensure swift action on issues that impact member experience and resolve their issues at the earliest possible. Continuous learning from the past grievances and reengineering the Onboarding processes to adapt to the evolving customer needs

4. Risk Prevention - Ensure swift action on members who fall under the risk of disenrollment to avoid members leaving the program. Drive operational excellence projects to fix the process / experience gaps and ensure members become committed to for life

Responsibilities:

- Deliver transformational leadership so that the team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.

- Building and scaling the Customer Onboarding framework across India.

- Influence member lifetime value through higher product adoption, customer satisfaction and overall health scores

- Reduce member frictions and drive new business growth through greater advocacy and reference

- Address member's request and needs in a professional manner

- Suggest and effectively implement process improvements to enhance member experience

- Gain an in-depth understanding of operational workflows and define a framework for continuous learning and improvement

- Create/improve processes and ensure the necessary tools are in place to maximize the team's impact and productivity

- Assess business-critical processes and metrics; maintain, measure, and enhance operational dashboards, team and client performance across all Onboarding functions to ensure processes are designed to drive high performance.

- Provide management level visibility through weekly updates on key initiatives and KPI's for the team - Support the development of executive level presentations and perspectives.

- Recruit and develop a high performing team

- Foster collaboration within the different business units of company across India and US

- Drive Operational practices to track performance of teams and individuals

Your Qualifications and Attributes :

- Bachelor's Degree or Master's degree from Tier-1/2 institute, MBA would be preferred

- Minimum 3-4 years of experience in leading a vertical / business / category in the Start up /Digital Wellness / Health industry

- Past experience of leading a customer facing function in a B2C business

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.