Job Description

Job Title- Chief Manager- Customer Service Operations
Summary- We are looking someone with 10+ years of experience into customer support, email handling, escalations handling
MBA with B school is Preferred
Customer experience works with the Operations, Technology and marketing teams within Max Life. This team manages the customer journey mapping, communication revamp, reimagining digital asset journeys from CX perspective, managing B2C, B2B and B2B2C assets for demand management perspective, NPS for FLG and customer engagement related initiatives. To run efficient and profitable operations, it is imperative to plan effectively for all large projects as well as unit level transactions.
Control customer grievances/escalations- there is a vertical within CX which is responsible for identifying in processes, customer journeys, communication etc and enforcing CAPA for such scenarios. This vertical is responsible for RCA and CAPA of gaps identified via escalations and customer grievances. We call this control tower, this vertical will direcly report to this role..
Also, within CX team sits the Escalation handling shop where escalations emanating from ORM, Leadership ids etc are reported, this role will also be responsible for day to day governance of this unit
Responsibilities-

• This vertical is responsible for RCA and CAPA of gaps identified via escalations and customer grievances

Escalation handling shop where escalations emanating from ORM, Leadership ids etc are reported, this role will also be responsible for day to day governance of this unit

• Manages the customer journey mapping, communication revamp, reimagining digital asset journeys from CX perspective, managing B2C, B2B and B2B2C assets for demand management perspective
• Leadership ids etc are reported, this role will also be responsible for day to day governance of this unit
• Identify gaps and work with FLG units on closure of these process/tech items
• Management of daily governance, staffing, Accuracy and training and development of team

Requirements.

• Visible improvement in key fulfillment / customer metrics such as customer concerns, NPS, TATs, self service,reduce offline transactions, grievance counts, etc.
• Management of daily governance, staffing, Accuracy and training and development of team
• Support the development of the customer centricity agenda by helping with detailed analysis on relevant areas , RCA and CAPA

What is in it for you-
Reach us- If you think this role is aligned with your career, kindly write me an email along with your updated CV on for a confidential discussion on theDisclaimer-Crescendo Global is specializes in Senior to C-level niche recruitment. We are passionate about empowering job seekers and employers with an engaging memorable job search and leadership hiring experience. Crescendo Global does not discriminate on the basis of race, religion, color, origin, gender, sexual orientation, age, marital status, veteran status or disability status.
Note- We receive a lot of applications on a daily basis so it becomes a bit difficult for us to get back to each candidate. Please assume that your profile has not been shortlisted in case you don't hear back from us in 1 week. Your patience is highly appreciated.
Profile Keywords - Crescendo Global, Jobs in (Gurugram), Jobs for (Chief Manager), (Financial Services) Insurance, customer support, email handling, customer service, CAPA, escalations handling etc.
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Skills Required