Delhivery - Manager - Small Business

Delhivery - Manager - Small Business (Client Experience)

Job Profile :

To Handle and Manage the Client Experience & business for SME/D2C clients

Job Description :

- Responsible for managing a team of 8-10 team members who are handling the High Volume SME/D2C clients and ensure they deliver High Performance and meet their KRA's

- Study Existing Processes/SOP's for improvisation & Set Up New processes basis client/operations problem statements

- Innovate solutions & mechanisms that solves customer problems

- Connect and maintain relationship with Clients for Feedbacks/Suggestions, understand their pain points to deliver customized solutions and to enhance client experience

- Regular business review with the clients and focusing on value growth areas for the Business.

- Coordinate with various stakeholders,Handle Escalations , prepare RCA and work upon permanent solutions

- Drive Continuous Improvements in process , productivity ,quality & cost structures