Job Description

Assistant Manager - Customer Experience

Role Description:

We are seeking an experienced Assistant Manager for our Customer Experience Department which Consists of Presales and Post sales team. This position is responsible for overseeing the day-to-day tasks as mentioned in "Key Responsibilities". This role involves managing teams, coordination with cross-functional team/department, and optimizing resources to meet and enhance customer satisfaction, Service Level and business metrics. The Assistant Manager is expected to drive continuous improvement in processes, identify gaps, build processes, optimize manpower and SLA along with implement strategic initiatives for cost and performance optimization, and also ensure compliance with company policies and industry standards.

Will be reporting to Manager-Customer Experience.

Key Responsibilities:

Manage Road Side Assistance: Ensure that the Roadside Assistance team which includes Backend and Ground Technicians meet agreed performance standards, Adhere to SOP, including quality, SLA, timelines and cost effectiveness. On-board Road-side assistance vendor to cover PAN INDIA RSA with an optimized cost. Responsible for tracking and improving sales Make Critical decisions to ensure the CSAT. Manage Escalation Team: Ensure performance level of Customer Excellence Team which includes Ops Support and Escalation team are always in improving trend with achieving highest level of Customer Delight and adhering to the defined Standard Operating Procedures and meeting SLA. Team Leadership: Effective communication skills for being able to clearly convey ideas and expectations in both verbal and written Emotionally intelligent to understand and manage own emotions as well as empathize with team to build strong professional relationship Making informed and timely decisions Ability to plan for future and develop strategies to meet long-term objectives Identify issues and finding effective solutions Effectively managing and resolving conflicts with the team Lead and motivate teams to ensure high performance, setting objectives, providing coaching, and ensuring a collaborative work environment Resource Management Allocate resources effectively, balancing capacity with demand to meet service commitments and create Roster accordingly. Data Analytical skills: Ability to analyse data critically and identify patterns and trends Skills in identifying issues and finding effective solutions based on the data insights Good knowledge of MS office tools Process Optimization: Identify areas for improvement and implement solutions to increase efficiency, SLA and reduce costs Develop optimized processes the identified inefficiencies and align with the optimization goal Test and validate any new implementation to ensure they meet the desired outcomes. Cross Department coordination Collaborate with other departments/teams, and vendors to manage expectations, address issues, and ensure smooth delivery of services Monitor KRA and metrics Track and analyse metrics, such as service levels, turnaround times, and customer satisfaction Regularly provide feedback to the team and ensure it is implemented during execution. Conduct regular on coaching, training & one-on-one sessions with the team. Compliance and Quality control: Ensure that the team comply with company policies, industry regulations, and quality standards Protect sensitive information by following data privacy laws and company policies. Seek feedback and make necessary implementation to improve quality Continuous Improvement: Lead initiatives to improve processes and foster a culture of innovation and excellence

Requirements:

Candidate needs to have a minimum of 6-8 years of overall experience. Minimum 2-3 years of experience as an Assistant Manager on paper is mandatory. Strong leadership and organizational skills Good problem solving abilities Excellent communication and interpersonal skills Bachelor's degree Ready to work in rotational shift. Ability to work in a fast-paced environment with strict deadlines. Experience in the bike rental industry is a plus. Excellent knowledge of Microsoft excel & Power Point
Job Types: Full-time, Permanent

Pay: ₹620,000.00 - ₹680,000.00 per year

Benefits:

Health insurance Paid sick time Paid time off Provident Fund
Work Location: In person