Program Manager - Service

List The Duties and Responsibilities

- Manage and maintain TAT/performance for all Key Accounts

- Regular Follow up with Regional Teams for timely movement of claims

- Ensure CRM is updated real time

- Collaborate with the internal teams (Contact Centre/Logistics/IC ops/Service Team) for swift movement of claims

- Ensure Partner NPS is maintained

- Ensure Unresolved % for Key Accounts is kept at minimum

- Prepare regular reports of progress and forecasts to internal and external stakeholders using key account metrics

- Ensure the services are delivered to customers in a timely manner

- Analyze data and trends and suggest corrective measures

- Develop trust relationships with major clients to ensure they do not turn to competition

- Work closely with the Escalations team to ensure timely closure of complaints

Requirements -

- 5 - 7 years of relevant experience in Program manager from B2B Service Management

- Experience in Managing multiple clients and providing solutions based on client requirements

- Strong communication and interpersonal skills with aptitude in building relationships with professionals of all organizational levels

- Excellent organizational skills. Ability in problem-solving and negotiation

- Strong knowledge of Microsoft Excel/PPT

- Strong in CRM