Senior Manager - Service Recovery

About the Department:

Service Recovery is responsible for redressing customer Grievances by going that extra mile and leading by example in Customer Experience. Service Recovery is also responsible for identifying process gaps and implementing measures to remove friction points in sales and service experience of customers.

What are we looking for

The suitable candidate must have:

• Experience in driving sales channels &initiatives that promote right sale and reduce customer complaints.
• Understanding customer experience: Identify and generate new ideas that improve customer experience and reduce complaints.
• Proven track record of driving and collaborating with internal stakeholders to align and achieve defined targets & working effectively with cross functional teams in a matrix organization
• Working knowledge of advanced MS Excel and Power point.
• Should possess extensive experience in sales and service Operations/planning, with a deep understanding of best practices in both areas.
• Ability to analyze and interpret sales metrics, demonstrating a goal-oriented mindset
• Strong teamwork and interpersonal skills are essential for success in this role.

What does the job entail

• Responsible for reduction of sales related complaints.
• Identification of areas of improvement through data and inputs, selling the initiatives to various internal and external stakeholders, driving and implementing such initiatives and tracking whether the desired objectives are being achieved.
• Setting up regular connects with stake holders to drive actionable.
• Create and publish reports to senior leadership depicting performance, status of actionable and impact.
• Should be very articulate, with superlative analytical & convincing skills & be able to work independently with minimal supervision.
• Ensure required data is provided as per schedule and guidance given to Sales channel
• Suggest performance indicators, and report on important information
• Stay up to date with new developments and impact related to sales related concerns
• Liaise with channel for periodic cadence , develop specific sales strategies and suggest process improvement based on insights

Essential conditions:

• Education: PGDBM (Marketing/Operations)
• Work experience: 7+ years
• Work related skills: Advanced Excel, Dashboards, Data Management, Stakeholder Management and Excellent Communication Skills.

Role: Customer Success, Service & Operations - Other

Industry Type: Insurance

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Customer Success, Service & Operations - Other

Education

UG: Any Graduate

PG: Any Postgraduate