Job Purpose Statement:

Supports the strategic Customer Experience goals by managing a team of customer contact employees focused on consistently delivering the optimum Customer Experience. Includes using established processes, technologies and tools to provide timely, first and/or final contact resolution on transactions relating to diverse Customer requirements, (e.g. service, claims, billing, customs, CT etc.) across multi-media channels. Manages the implementation of change initiatives in accordance with defined criteria.

Key Accountabilities:

1. Resource Planning :

- Evaluates short-medium term resource requirements, including peak and contingency requirements. Makes structured recommendations including justifications, and subject to senior manager approval, progresses the formal approval/implementation process. Owns the WFM process by ensuring that input is aligned with the actual situation/needs (vacation, sickness, training etc), and that updates are timely and accurate.

2. Execution and Promotion of CE:

- Participates in the implementation phase of local and global projects. Uses approved change management methods and tools to achieve required results. Performs defined benchmarking and participates in approved initiatives for best practice replication.

3. Leadership and People Management:

- Manages a team with responsibility for the delivery of effective customer relationship management across a range of CE functions (call handling, problem resolution, claims etc.). Uses approved tools and best practice methods to recruit, develop and manage individual and team performance in accordance with established standards. Includes providing guidelines, support and coaching for employees with welfare problems that impact work or managing established processes to recover required performance levels.

4. Engagement, Motivation and Recognition:

- Promotes the importance and meaning of CE through regular communications. These include explaining the vision, benefits of CE, their role in achieving success, new processes or tools, progress updates etc. Gains commitment from individuals.

- Ensures both self and Team build and maintain effective Customer relationships using the correct application of processes to ensure timely delivery of Customer requirements, and minimize escalations of issues. Uses appropriate feedback and recognition methods (formal programs and informal) to celebrate success and motivate individuals and the team to continue to perform.

5. Coaching for Performance:

- Provides effective coaching for each employee to provide them with the required competence to consistently deliver the Customer Experience.

- Manages the development process, including allocating appropriate resources (PIP, training, development plans) to close performance gaps.

- Supports structured learning and the mapping of progress through the completion of Competency Evaluation Templates, coaching records and formal development plans.

6. Measuring and Managing Performance:

- Regularly evaluates departmental reports (hourly, daily, weekly, trends etc) and CE related metrics versus goals and expectations. Identifies and takes corrective actions which may include alignments with other functions and CE Teams to analyze issues and agree/implement solutions.

7. Achievement of Service Goals :

- Develops and maintains a clear understanding of CE and operational targets. Adapts the day to day operation to optimize goal achievement.

- Includes identifying, initiating and or implementing effective solutions to address immediate and longer-term needs (Customer requirements, systems issues, manpower - balancing-, priorities etc.). Involves collaboration with other Managers to achieve broader departmental goals and timely escalation of serious issues.

8. Financial contribution:

- Manages a budget (salaries, T&E etc), ensuring all costs are monitored and controlled within agreed limits.

-Minimizes exposure and risk to the Company by adhering to approved practices, policies when managing all transactions that have a financial or regulatory impact (claims, DOTR, Customs, credit transactions). Optimizes the achievement of revenue goals by effectively managing processes and results for value-add Customer products.

9. Business Knowledge & Alignments:

- Develops a good knowledge of the business (tactics, services, key processes, departmental systems and tools etc). Builds a level of industry knowledge to ensure a general understanding of technical advances in telephony enhancements and CE measurement. Builds effective alignments with the local Management Team, local CE Teams, in order to share relevant knowledge, agree requirements and resolve issues.

Salary offered; 7 - 8 LPA

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