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Role Specifics

· Drive customer centricity to ensure best service

· Improvement in NPS

· Regular meetup with planning team on achieving targets

· Track new product performance results and implement actions to address any gaps in performance

· Should be skilled in the policies and procedure.

· Ability to handle multiple projects simultaneously while meeting set deadlines

· Need excellent interpersonal abilities, basic business skills and the ability to adapt to changing circumstances.

· Process revamping

· Escalations to teams and resolution on priority

A Bit About You:

We are looking for someone who has delivered on challenging projects and has taken end to end responsibility from planning to roll out within commercial division. Prior experience of team management and customer management will be an added advantage. He / She is able to coordinate among HQ and regional teams on a regular basis

Someone who has first-hand experience of customer interaction and end to end coordination for customer query resolution. The individual should have sound product knowledge and hands on expertise of customer management systems.

The individual should be able to ascertain the improvement areas with regards to customer experience. At the same time coordinate with multiple stakeholders for complete execution of respective action plans while ensuring standardization across the board. Similarly, the incumbent should have strong leadership capabilities to manage franchise expectation vis a vis the desired outcome for improved customer interaction.

Essential skills must have:

Strong communication, organizational, operational and people skills

Highly presentable

Developed analytical and problem-solving abilities

Strong interpersonal skills

Energetic self-started

Excellent presentation skills