Head - Process Improvement - SOP/CRM/Project/Program Management - BFSI/IT

Exp: 7 - 15 Years 

- At least 4 years experience in customer relationship management (CRM), project management or equivalent.

- Experience in a sales management capacity, or Strategy/Sales Operations roles in BFSI industry or IT industry.

- MS Office - A good knowledge and hands on experience of Excel, Word and Power-point o Adept in new technologies and train people around it.

- Exceptional verbal/written communication skills

- Should have team handling (direct and indirect) experience

- High process and quality orientation

- Excellent strategic, problem solving, analytical, presentation and communication skills. - Preferred

- Experience with Financial sector, Hospitality Industry.

- Experience of working in a start-up

- Experience in leading programs

- Comfortable crafting and communicating insights from data, as well as attention to detail and an interest in metrics/understanding trends and patterns in business performance

Key responsibilities:

Strategy and Leadership:

- Identify, structure, and lead key strategic initiatives and business programs and sales operation - Designing and keeping the process fresh to align with customer acquisition, retention and maintaining strong relationship

- Help support the Sales leadership in developing the market's business plan, go-to-market strategy and support to execute programs.

- Analyze and develop deep insights on business and core performance metrics in view of business reviews. Align with cross-functional departments

- Drive operational excellence (business growth, opportunity, health and performance metrics - Work with a broad base of stakeholders to troubleshoot issues across all stages of the business cycle to improve overall performance. Ensure stakeholder issues are resolved in a timely manner - Ensure customer satisfaction at each interaction, within a defined TAT, and create case studies to provide recommendations for service enhancement

- Taking initiative and removing in-efficiencies from the system

- Handling overall performance of team

- Preparing Pitch Scripts & presentation decks for the team along with team leads - Coordination with Tech team for consistently adding features which can improve team efficiency

- Quality Checks via Audits for applicable processes

- Implementing best practices for Customer Service to lead maximum customer satisfaction - Razor sharp Focus on making customer journey simpler to ensure maximum conversion and consistently reduce frictions

- Facilitating administrative and operational supports to the team of Channel Partners for smooth functioning

Analytics:

- Capacity,escalation-management and BCP planning to ensure that we are available for our customers, when they need us

- Defining metrics and tracking Daily, weekly and monthly numbers

- Root cause analysis

- Monitor and maintain the quality of interaction with customers and partners(Audits & Quality Improvements).

Relationships:

- Create a transparent working environment to ensure associates voice is heard and if necessary,appropriately acted upon.

- Attrition Handling

- Training of Agents

- Maintaining a strong culture of identifying problems and solving them.