Client Servicing Manager
5 days ago
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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