Manager - Customer Experience - Insurance

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