Reports To: VP - Service Delivery & Operations Designation: Sr. Manager - Service Delivery Work Location: New Delhi Employment Type: Full Time Job duties & Responsibilities : - Manage the inbound contact center (voice & email process) & service levels. Managing 100% compliance, process adherence and driving pre- set team targets. - Managing Customer service operations by rendering quality services and maintain highest level of customer satisfaction scores - Responsible for execution of customer service strategy which will include Conceptualizing, formulating & implementing projects for enhancing customer experience. - Lead and guide the managers and the Team leads responsible for monitoring service calls to observe employee demeanour, technical accuracy, and conformity to company policies. - Formulate call center operational strategies by conducting needs assessments, performance reviews: identify and organize capacity building. - Development of SOPs & policies which govern execution of processes so as to increase efficiency and effectiveness and reduce conflicts - Conflict resolution in line with defined policies - Implementation of review & reporting mechanisms which a) assist in decision making and b) track compliance to processes - Development of systems which automate existing manual processes - Development of a knowledge repository which enables to know more, thereby improving efficiency and decision making - Research and implementation on cross-project / cross-functional / intra-industry / cross-industry best- practices - Vendor management - Plan strategies and action plans to resolve performance barriers as and when required. - To implement and adhere to Management policies - To undertake process re-engineering and Cost saving- Evaluate & analyze existing customer service processes. Strategize and re- engineer the service process for improved customer service which results in quality and cost efficiency. - Ensure deliverables as per pre- defined Service Level Agreements and fulfilment TATs. - Process development/enhancement/Optimization of all Inbound contact Centre - 10 + years of extensive track record and achievement with relevant experience in strategy function. - The right candidate will be flexible, and an action & result oriented self-starter. - Ability to work efficiently in a high demand, team oriented, and fast-paced environment. - Effective communicator with relationship building and interpersonal skills - Should have sound knowledge of excel and preparing reports. - Capable of delivering quality customer service while managing large teams. - Strategic and strong analytics - An independent thinker with the conviction and entrepreneurial spirit to manage the function and business in a hands-on manner and the ability to work in a fluid and rapidly changing environment would be an asset. - Should have a strategic approach with the ability to see the - big picture- and interpret environmental and organizational changes and their impact on the organization. - Exposure to managing & maintaining relationship with top - management in current role - The ability to navigate through key stakeholders within the organization will be necessary for success and traction. - Communication - Clear, concise, compelling, honest, and two-way; able to strongly influence decision-makers, based on a commitment to the - consumer voice.- Excellent interpersonal skills with strong teamwork orientation and proficiency and relationship-building with senior executives is required. - Experience in Insurance companies or Banks. - Must have transformation/BPR experience. - Should have sound knowledge of CRM & dialer applications

Delhi

vHealth By Aetna - Senior Manager - Service Delivery    

vHealth By Aetna - Senior Manager - Service Delivery     ,Job Description for vHealth By Aetna - Senior Manager - Service Delivery     in MediBuddy vHealth in  Delhi for (10-15) years of experience. Apply Now!

Job Description for vHealth By Aetna - Senior Manager - Service Delivery     in MediBuddy vHealth in  Delhi for (10-15) years of experience. Apply Now!