OlaCabs - Associate Director - Critical Escalation Desk - IIM/ISB/MDI/FMS

About the team:

Critical Escalation Desk Team, Ola Care is responsible for managing and handling all kinds of Escalations, Complaints, Safety and Emergency issue reported by the partner or the customer including critical issues reported on Social Media Platforms. Team interacts with customer and partner through various voice and non-voice channels at different touch points during or post the trip. This team supports Safety Response Team, Social Media Team & Escalation Desk Team to address escalations and providing business intelligence to design preventive measures for avoiding escalations

Minimum Skills:

- Bachelor's degree + MBA from Tier 1 institutes

- Prior professional experience with optimization, processes, systematic organization, program/project management at a Leadership Level

- 10 to 15 years of relevant business experience

- A self-starter, who is comfortable working in an environment far from regional or headquarters support, and inspires the trust and confidence of management

- People management experience with demonstrated ability to effectively manage, set team goals, develop people to their highest levels of performance, and guide your teams through challenging managerial situations

- Strong problem solving skills with an ability to derive innovative solutions, a hands-on decision maker

- Experience of working with consumer facing mobile tech start up will be preferred.

- Experience in managing risk assessment team will be an added advantage

- Proven track record and relationships in the area of safety and/or consumer protection - either for a company, a third party will be preferred

- Can deal with the ambiguity that sometimes comes from working cross-functionally

- Heavy focus on safety, people management, leading leaders, data analytics, and process continuous improvement