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07/04 Dhruv Patil
Co-Founder at Big Bang HR Advisors

Views:107 Applications:27 Rec. Actions:Recruiter Actions:0

Deputy Manager - Customer Experience - Insurance (3-5 yrs)

Mumbai Job Code: 1076376

- Driving process change and product adoption through change management, executive-level relationships, project management, and training enablement

- Driving and defining projects and timelines to improve support-related processes and providing quality reports and status updates to stakeholders

- Perform ambiguous tasks without guidance and support and have the ability to suggest actions without having all the information

- Report and coordinate with Service team to get resolution for all the complaints/queries and ensure that the response received from service team is posted back on the relevant digital channels within TAT.

- Confidently working in an ambiguous environment - we are a fast-moving startup

- Work with internal stakeholders & clients to build Business Strategy, Business Case, As-Is to To-be Customer Journey & Business Models, front-end CRM Strategy across -Marketing, Sales, eCommerce & Customer Service Touchpoints, Digital Transformation Roadmaps.

- Provide statistical performance trends and plans of execution to maintain strong areas and build on opportunities

- Take an active role on escalated critical customer issues as may be required and ensure field and customer s voice is heard throughout the escalation process

- Review and root cause all escalated service requests and use this information to effect continuous improvement within the service delivery teams

- Strong written and verbal communication skills, ability to respond in grammatically correct English.

- Should be Min 3 Years in Operations / Social media management / Escalations or complaints management /Operations Experience and has a Team management / People management role exp

- Proficient in using MS Office application like Excel, PowerPoint.

- Strong work ethic - ability to work on multiple projects at once, sometimes under pressure and tight deadlines

- Eager to learn, try new things, and take calculated risks - for significant impact, reward, and fulfillment!

- Data-driven, a process-oriented individual who can point to ways you've up-leveled the product/process and people in your professional experience past

- Excellent communication and interpersonal skills with the ability to learn new processes and systems quickly.

- Proven ability to work creatively and analytically in a problem-solving environment

- Green belt Certification Preferred

- Graduate with strong academic back ground

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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