Client Experience & Operations Management Role - BPO

Client Experience and Operations Management

1. Own the customer onboarding process, and drive an exceptional experience during the initial client journey

2. Key priorities would be to ensure customers are onboarded with the right expectations, and then engaging them to source content and create best-in-class catalogs

3. Bring innovations and industry best practices to take the onboarding experience to next level

4. Manage outsourced vendors, drive relationships and investments to help them grow bigger, and ensuring continuous alignment.

5. While improving the quality of customer content being produced will be the primary responsibility, timely closure of catalog creation will be equally important

6. Regular process reviews and data analysis to be done to ensure technology-based process improvement feedback is being shared on quality, experience, and efficiency improvements

7. Maintain daily tracking, audit, training, and team motivation focus to drive large remote teams

8. Maintain process compliances and hygiene