Senior Manager - Customer Delight - Operations Division - Internet/Online

Job Description and Expectation :

This is a role in Operations Division with a direct impact on Client Delight and Growth of the organization. You will

- Manage a team of talented individuals (20+)

- Drive process Improvement by working closely with internal & external stakeholders.

- Help implement new tools and technology to bring efficiency and customer experience.

- Hire the right set of individuals to match the expected level of customer satisfaction.

- Streamline & automate customer communications, also ensuring the process is being followed by putting the right audit mechanism in place.

- Keep a check on productivity and quality by putting the KPIs in place.

- Create the right team structure, handover criteria, and performance improvement processes.

- Plan the right training, induction, and people development program for the team

- Have a framework for client NPS and take measure to improve

- Drive a customer-centric culture in the organization in daily operations.

Requirements:

1. Minimum total experience of 5 years with at least 2 years in managing people & performance

2. Knack of driving process excellence via process reengineering, systems, and tools. Understanding of change management and comfort in working across functions to drive change.

3. Great analytical and communication skills.