General Manager - Head Customer Value Engineering (Age &lt;=38 years) Job Purpose: &nbsp;Develop and lead in building, operating, scaling and improving customer experience and support operations for Consumer &amp; Enterprise IoT Products and services - Define the process and resources required to the entire operation management, and hands-on all the execution plan. - Listen to the voice of customer and provide actionable insight to product, sales, distribution and marketing teams in trying to improve the experience of customers during the entire journey from purchase to exit. - Leading &amp; steering cross-functional discussions, delivering operations outcomes, continuous process improvement and being customer oriented. - Conceptualize and develop operation initiatives which drives customer experience through service wraps leading to market growth. - Prioritize engaging service strategies and campaigns along with internal stakeholders and execution partners - Co-work and liaise with various teams such as regulatory, finance, product, marketing, sales, PR, etc. Key Result Areas/Accountabilities: Strategic: - Define and execute the customer service wrap, SLAs, design and strategy for Consumer &amp; enterprise IoT line of Business. - Provide thought leadership on execution and capability to win more in the market place by enabling customer experience through best practices. Operational : Business Process Management (Process KPIs): Design, measure and drive process CTQs and success measurement criterion Service Operations (Input KPIs, Output KPIs-both qualitative and quantitative): - Define and measure assets and resources invested in OR used to generate business results (e.g. spent on research and development, resources allocated for training and development of people, quality of material/product, various operational KPIs such as SLAs, CPS, Productivity, Rewards and Recognition, Customer Loyalty programs etc.) - Development of business case, budgeting and monitoring of spends at actuals against budgets allocated - Design and measure financial and non-financial results of business and service operations e.g. revenues, no. of new customers acquired across various product categories CXX and Governance of operations (Leading KPIs): - Design, develop and adherence of the governance mechanisms for operations through process audits, inspections, mystery audits, physical partner site visits, reviews and tracking of actionable - Design and develop customer research and insights through TNPS and NPS programs thereby measure predictors of success/failure - Ensure continual improvement through actionable tracking, quality projects and process re-engineering Project/Program Management: - Design, develop and adherence of the project plan around various milestones and tasks - Engage with cross functions and stake holders for enabling requirements, conducting clarification workshops, documenting changes and seek necessary approvals for closures - Continuous review and governance for ensuring timely completion Developmental : - Develop team through continuous assessments, identification of training needs with the help of tools and enabling relevant certification through internal learning and development modules thereby building capabilities Key Performance Indicators; 1. Drive Customer First agenda - NPS and TNPS Scores 2. Leverage scale benefits and operating efficiencies - Reduce Cost to serve by building efficiencies in operations through FTR. 3. Drive core business by winning in our market place - Best in class matrices for leading our value proposition aided by adoption of our digital agenda. 4. Deliver big bets for driving future growth- Launch of New Services and Products 5. CXX, Churn Management &amp; Customer engagement Core Competencies, Knowledge, Experience: - 15+ years of experience in leading a customer service team/s with exposure to managing various facets of service delivery. Should possess strong domain expertise with skills related to business process management, project management, stakeholder management and customer experience management. - Experience in managing CS partners such as call centre vendors, back office operations for a reputed organization - Proven track record around strong planning, design and execution of service excellence and operations Must have technical / professional qualifications MBA, Project Management, Business Process Management. Desired Competencies/ Skills - Powerful influencing/ negotiation skills, effective relationship management skills and proven ability to function within a matrix organization - Experience in handling CS in a B2C environment - Experience in handling FL Service Support Educational Qualifications - University Degree in Business/ MBA along with technical qualifications, or equivalent qualification

Mumbai

General Manager/Head - Customer Value Engineering   

General Manager/Head - Customer Value Engineering    ,Job Description for General Manager/Head - Customer Value Engineering    in Paramount Pioneers in  Mumbai for (15-20) years of experience. Apply Now!

Job Description for General Manager/Head - Customer Value Engineering    in Paramount Pioneers in  Mumbai for (15-20) years of experience. Apply Now!