Job Description

Position Title Senior Manager - Customer Services Department Customer Services Level/ Band 501 ROLE SUMMARY: Responsible for building and driving insight-based customer success strategies with an objective to improve customer advocacy, customer retention and value. Overarching aim would be to ensure that listening and actioning framework operates in symmetry, thereby ensuring end to end close looping with Customers. Institutionalizing strategic improvements from the perspective of Design, Process, Systems and People to ensure the right ORGANIZATIONAL RELATIONSHIPS Direct Reporting VP - Customer Service and Customer Experience Supervises JOB DIMENSIONS Geographic Area Covered PAN India Internal Stakeholders All customer related Ops functions, distribution, Legal & Compliance, IT, Marketing KEY RESULT AREAS Organization Process Key Contributions Frequency ( optional) Customer Experience Program . Framework of Customer Experience . VOC - Collection, administration & Implementation of Learnings . Journey mapping . Root Cause Analysis . Stakeholder alignment . Identifying opportunities for creating customer delight Daily/ Weekly / Monthly Aanalyze Complaints / Customer Feedback The role holder would be overall responsible to analyze Complaints / Customer Feedback and through a methodical process ensure gaps / processes changes are made to prevent them. . To oversee and manage the Sales Complaints received across all channels . To ensure sales complaints are root caused through using a methodical approach . Corrective and preventive actions are taken with an objective to prevent complaints Daily/ Weekly / Monthly Adherence & reporting in line with the governance process identified by the function Adherence to defined framework - Track the status of corrective and preventive actions periodically with the stakeholder departments Tracking of actionables to closure and ensure elimination of repeat complaints Analyze the impact of actions and quantify reduction in complaints Ensure reports are published at agreed frequency with detailed analysis/trends/ lessons learnt. Daily/ Weekly / Monthly Project delivery Enterprise projects and Improvement Projects - Key initiatives from the perspective of Service Principles, Culture building, alignment with the CX objectives to be identified and delivered in the PMP / Project Management format Weekly / Monthly Skills Required Technical 1. High customer orientation, knowledge/experience with latest customer platforms 2. CX studies / Understanding of research / Interpretation 3. Data analytics / Segmentation to be able to get the right results from surveys 4. Realtime Action management recording and tracking 5. Data Visualization and presentation Behavioral Level 1 (Rarely/Not Required) Level 2 (Required Frequently) Level 3 (Essential) Interpersonal skills Communication skills Creative thinking skills Supervising/Leadership skills Teamwork Skills Influencing skills Relationship Building skills Decision making skills Action oriented Incumbent Characteristics Essential Desired Qualification Graduation Post-Graduation Experience At least 7 to 10 years in predominant customer oriented industry Banking / Telecom / Insurance / Disclaimer: This is indicative in nature. The duty list/Goal Sheet provided to you can vary from the aforesaid in view of Organizational need/requirement from time to time.

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