Client Servicing Manager

5 days ago


Gurugram, India Hogarth Studios Full time

What will you do?


  • Business Analysis & advising on key Marketing campaigns and initiatives.
  • Suggesting suitable Target Audience and assisting in Content Development
  • Directly responsible for on-boarding new service offering in the Market and providing training. End to End Project Management.
  • Liaison between the field marketers and the execution team.
  • Managing area operations for rendering and achieving quality services; monitoring high end problem resolution team on performance bottlenecks
  • Conducting day to day analysis for operational metrics like SL, CSAT, Utilization and report generation at process level.
  • Providing value added solution services by program reviews; monitoring the post service activities like follow up with the clients, service reminders and handling customer grievances for superior solution center experience.
  • Managing queue handling and day-to-day analysis for maintaining SL; monitoring day to day resolution closures and case aging to ensure timely resolution.
  • Framing work direction & plan for associates after assessment of their capabilities
  • Preparing & presenting various weekly/monthly MIS reports pertaining to process/productivity
  • Implementing systems, migrating systems to upgraded versions to achieve efficiency in various operation, spearheading process improvement initiatives.
  • Setting up targets, SOP & SLA, setting and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets and involved in planning for the process.


What will you need?


  • 5+ Years of Experience in Client Servicing role.
  • Knowledge and experience of digital ecosystem
  • Efficiency in communication with the clients and internal teams on daily strategies, actions, roadblocks, project development, timelines, and results.
  • Efficiency in making data-driven decisions, analytical skills with strong attention to details.
  • Relationship building with the clients Work with leadership to explain and modify strategic plans.



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