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16/06 Abhishek Raikar
Corporate Recruiter at Delhivery

Views:703 Applications:200 Rec. Actions:Recruiter Actions:84

Delhivery - Director - Client Experience (8-12 yrs)

Goa Job Code: 938479

Client Management:

1. Determines customer experience requirements by maintaining contact with customers; conducting periodic reviews; keeping a check on quality, controls and metrics & benchmarking best practices

2. Acts as a Client advocate and strategic resource for overall Client issues in the areas of service level adherence

3. Resolve Client complaints and problems that are critical in nature and may have an impact - responsible for growth of business

4. Identify and understand customer needs and address them in a timely manner. Ensure proactive communications, updates and escalation management for the client

5. Improve customer experience quality results by consistently studying, evaluating, and re-designing processes establishing and communicating service metrics monitoring and analyzing results implementing changes

Team Management:

1. Lead the development and management of all deliverables needed to establish high performing teams to include detailed hiring/training plan with timeline, hiring process/procedures and rewards/recognition

2. Ensure that requests are worked in a timely manner and keeping a check that the workload is evenly balanced across the team

3. Goal Setting, Mid- Year Check- Ins, Annual Appraisals and all other aspects of the Talent Management process for direct reports

4. Ensure appropriate succession plan is completed and updated on an annual basis

5. Ensure adequate staffing, resources, training and coaching

Internal Stakeholder Management & Process Development:

1. Developing and detailing plans for growth in share of wallet of clients

2. Develop and manage communication plans for the function ensuring that communication flows effectively - internally as well as to the clients

3. Develop and implement key metrics and reporting to assess and monitor performance results

4. Process documents are updated on a regular basis and stored in a location that can be accessed by all members of the team

5. Communicate problem resolution and outcome with appropriate stakeholders, identifying organizational learnings for ongoing improvement in the CX process

6. Collaborates with and supports other organizational CX, BD and Ops leaders to ensure best practices are shared and replicated across

7. Ability to elicit cooperation from all levels of the organization including Senior Leadership

Cost Management:

1. Manage department activities within the defined budget parameter

2. Identify opportunities to reduce cost while providing consistent level of support

Qualifications:

Education: B.Tech + MBA preferred

Experience:

1. Minimum of 8 years of People leadership of direct and indirect reports with a large organization

2. Experience in BD/CX/Ops in Logistics environment preferred, but not mandatory

Functional Skills:

Strong communication skills, analytical, excellent problem solving skills and client/customer centric attitude

Behavioral Skills:

1. Excellent collaboration and relationship building skills

2. Flexibility to work outside normal business hours to attend meetings

3. Ability to work with minimal direction, be organized, have the ability to prioritize commitments and projects

4. Demonstrate ability to lead and motivate team

5. Outstanding communication, presentation, problem solving skills and responsiveness

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

Women-friendly workplace:

Maternity and Paternity Benefits

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