Deputy General Manager - Customer Operations (1-15 yrs)
Designation: Deputy General Manager - Customer Operations
Type: Full Time
Experience Required: 1+ Years
Roles and Responsibilities -
- Establish effective processes and procedures to optimize B2B business performance.
- Ensure compliance with contractual obligations by balancing demand and supply, and timely energy wheeling to customers.
- Act as the primary point of contact for customers, resolving discrepancies and issues promptly.
- Ensure timely payment and adherence to payment security requirements as per contractual agreements.
- Analyze consumption data to identify patterns for recurring business and value-added services.
- Monitor and stay up-to-date with relevant regulatory changes, providing updates to internal stakeholders.
- Define and monitor departmental performance metrics, generating periodic reports for management and meeting internal and external reporting needs.
- Proactively manage credit exposure and minimize settlement risks for the company.
- Collaborate with various departments such as Asset Management, Business Development, Project Development, Project Execution, Regulatory, Legal, Secretarial, Banking, Finance and Accounts, and State Teams.
- Conduct follow-ups with clients to address concerns and maintain strong customer relationships. Incorporate feedback from client satisfaction sessions and ensure customer satisfaction.
- Recognize potential upsell and cross-sell prospects among current clients and secure successful deal closures with the assistance of relevant stakeholders.
- Participate in seminars and workshops as a speaker or participant to influence and create awareness among customers and external stakeholders.
- Develop and implement creative and innovative strategic pitch packs and marketing plans.
- Supervise the team's advancement towards meeting revenue objectives, offering guidance and mentorship to ensure successful target attainment.