Co-Founder at Big Bang HR Advisors
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Manager - Customer Experience - Insurance (2-12 yrs)
Manager - Customer Experience
JD:
- 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
- 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.
- 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 2 Years in Operations / Social media management / Escalations or complaints management /Operations Experience and has a Team management / People management role experience
- 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
- 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
- Proven ability to work creatively and analytically in a problem-solving environment
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