Key Responsibilities- Operations

- Deep understanding of customer needs & ability to re-imagine processes by keeping customers at the heart of service delivery, with the key focus being towards elimination of calls / emails along with reduction in repeat calls.

- Own the customer experience and deliver on the KPIs and defined SLAs to monitor and control the effectiveness of customer experience team performance and operations.

- Ensures timely and clear communication to customers via established channels and recommends ways to enhance the same.

- Presents insights and recommendations enabled by strategic thinking, technical knowledge, and strong communication skills. Thereby work with relevant internal stakeholders, in customer experience and other departments, with an objective of driving customer delight, as well as organization goals.

- Large in-house team management. Ability to interact and lead a team of middle managers and drive a number based outcome.

- Supervise the activities of customer experience team to ensure their interaction with customers reflect positively on the company.

- Hands on with complaint management & prioritization between urgent and important.

- Organize training programs for customer experience representatives (relationship managers) in order to update their job knowledge and enhance their skills.

- Coach & enable the team to deal with all queries in a professional and courteous manner on the calls, emails or in person within specified TATs.

- Facilitate the team to forge strong relationships with customers leading to repeat and referral business.

People Management :

- Motivate, develop, coach, train, induct and formally appraise employees to create a highly engaged team

- Maintain effective communication, at all times, among the team including communicating instructions given by top management

- Manage training and development of team members

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