client experience manager

Job Description: Client Experience Manager

Summary:

The Client Experience Manager (CEM) role involves extensive customer interaction and

service.

The CEM is responsible for information gathering, analysis, and mapping of the client's

workflow and processes.

The CEM assumes a leadership role in actively managing specialized services that support

clients of Naik Group. Specialized services may include contact center support, facilitation of

client-specific support services, onboarding, and management.

The CEM will help in developing, executing, and continually improving our client-facing

operational strategies and back-office processes.

Responsibilities:

Establish and nurture rapport with clients that are conducive to a long-term business

relationship

Work closely with Growth Managers (Sales) in multiple client experience-related projects

Transaction support, internal escalation, and coordination intra-department for urgent

execution.

Single point of contact for service-related work for Ultra HNIs/HNIs/MNIs

Track client's queries/Feedback and turnaround times for customer satisfaction.

Coordinate with GMs and Operations team on escalation and support.

Structuring solutions for clients

Ensuring required processes are being followed and necessary controls are in place to

ensure consistent, high-quality delivery as per plan to clients and GMs

Managing issues pertaining to customer complaints and coordinating between team

members and Relationship Managers.

Ensuring speedy redresses of client grievances

Handling client's complaints and resolving cases to the complete satisfaction of Client by

telephonic conversation as well as email process.

Extensive coordination with various departments to ensure complete and satisfactory

resolutions in order to achieve client delight.

Complete follow-ups, feedback taken on a routine basis.

Weekly report generation with graphs and figures.

Being Innovative and giving suggestions to improve services and products.

Desired Profile of the Candidate:

Knowledge of financial products viz. Mutual Funds, Insurance, etc., and managing

people can prove to be of great help.

Ability to work well either alone or as part of a team.

Good in English communication, Advanced Excel Skills

CRM experience, finance background, and even freshers can apply

Location: Goregaon