Freight Systems - Manager - Customer Service - West India

Job Summary:

In this role, you will be responsible for improving customer experience through active management of tools and processes. The role will also promote a performance-based culture focused on providing FSL customers with an exemplary experience. Improving operations and reduce costs by enhancing processes, establishing measurements and standards, and improving tools will be key areas.. This role is responsible for operational standardization in all aspects to provide best in class customer care and experience by being a champion and monitors customer satisfaction.

Key Responsibilities -

1. Responsible for a full range of commercial business activities and client relationship management. Shoulder the responsibility for driving process optimization activities and project executions

2. Will be required to work closely with internal senior leadership and the external client to seamlessly manage the day-to-day operations of the business with both operational performance and profit and loss (P and L) accountability

3. Act as a subject matter expert and provided strategic direction, guidance, and integration of processes and services in the department.

4. Act as the primary contact on all quality assurance issues, provided day to day and strategic leadership on the on-going implementation process

5. Responsible to bridge across different teams on different projects, Serve as the primary point of contact for clients and liaison for internal teams

6. Proactively monitor, manage, and report on execution of deliverables progresses of assigned projects activities to the agreed timelines.

7. Responsible for interacting with the stakeholders. Communicate the progress of monthly/quarterly initiatives to internal and external stakeholders

8. Manage the SLAs for the accounts. Locate and define new process improvement opportunities

9. Maintain adequate visibility at the client's end and be the single point of contact for all operational related issue

10. Review Contracts and ensure the processes are set to ensure deliveries within the agreed SLAs for quality and TAT

11. Develop an understanding of the actual customer by generating a detailed knowledge of the customers' needs, behaviors, how they satisfy these needs and the value delivered.

12. Review current processes and propose improvement opportunities

13. Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors

Qualification & Experience -

Graduate/Postgraduate/MBA

Requires min 12 plus years of proven experience in Customer service in the FF industry, 5 yrs into team handling role.