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Client Management : - Determines customer experience requirements by maintaining contact with customers; conducting periodic reviews; keeping a check on quality, controls and metrics & benchmarking best practices - Acts as a Client advocate and strategic resource for overall Client issues in the areas of service level adherence - Resolve Client complaints and problems that are critical in nature and may have an impact - responsible for growth of business - Identify and understand customer needs and address them in a timely manner. Ensure proactive communications, updates and escalation management for the client - 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: - 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 - Ensure that requests are worked in a timely manner and keeping a check that the workload is evenly balanced across the team - Goal Setting, Mid- Year Check- Ins, Annual Appraisals and all other aspects of the Talent Management process for direct reports. - Ensure appropriate succession plan is completed and updated on an annual basis - Ensure adequate staffing, resources, training and coaching Internal Stakeholder Management & Process Development: - Developing and detailing plans for growth in share of wallet of clients - Develop and manage communication plans for the function ensuring that communication flows effectively - internally as well as to the clients - Develop and implement key metrics and reporting to assess and monitor performance results - Process documents are updated on a regular basis and stored in a location that can be accessed by all members of the team - Communicate problem resolution and outcome with appropriate stakeholders, identifying organizational learnings for ongoing improvement in the CX process - Collaborates with and supports other organizational CX, BD and Ops leaders to ensure best practices are shared and replicated across - Ability to elicit cooperation from all levels of the organization including Senior Leadership Cost Management: - Manage department activities within the defined budget parameter - Identify opportunities to reduce cost while providing consistent level of support Qualifications: - Education : BTech + MBA preferred - Experience : Minimum of 8 years of People leadership of direct and indirect reports with a large organization - Functional Skills: Strong communication skills, analytical, excellent problem solving skills and client/customer centric attitude Behavioral Skills: - Excellent collaboration and relationship building skills - Flexibility to work outside normal business hours to attend meetings - Ability to work with minimal direction, be organized, and have the ability to prioritize commitments and projects. - Demonstrate ability to lead and motivate team - Outstanding communication, presentation, problem solving skills and responsiveness

Delhivery - Senior Manager - Client Experience 

Job Description for Delhivery - Senior Manager - Client Experience  in Delhivery in  Goa for (8-15) years of experience. Apply Now!

Delhivery - Senior Manager - Client Experience  | iimjobs.com