Project Lead Customer Relationship Management

4 weeks ago

Tiruppur, India Iron Mountain Full time

Job Overview

The Service Transformation Manager will lead and oversee key transformation projects aimed at improving the customer service function. This individual will focus on enhancing service efficiency, improving customer satisfaction, and fostering a culture of continuous improvement. The role requires a combination of leadership, data-driven decision-making, and the ability to coach and mentor teams. The manager will collaborate with stakeholders across the organization to ensure alignment with business goals.


Key Responsibilities

  • Lead Service Transformation Initiatives: Drive multiple projects focused on improving customer care services, including process optimization, digital transformation, and customer experience enhancements.
  • Team Leadership and Development: Manage and guide cross-functional teams, ensuring they are aligned with the project goals. Foster a collaborative work environment and provide coaching, mentoring, and development opportunities.
  • Stakeholder Engagement: Act as a key point of contact for internal and external stakeholders. Collaborate closely with senior management, customers, and other departments to ensure successful implementation of transformation projects.
  • Performance Management: Use metrics, data, and performance reports to track and manage the efficiency of service operations. Identify key trends and areas for improvement, providing actionable insights to the leadership team.
  • Change Management: Lead change management efforts, ensuring that all teams are engaged and supportive of the transformation journey. Effectively communicate project objectives and status updates to all levels within the organization.
  • Customer-Centric Focus: Keep the customer at the forefront of all decisions. Ensure that all transformation projects lead to measurable improvements in customer satisfaction and service quality.
  • Continuous Improvement: Promote a culture of continuous learning and improvement. Identify opportunities to streamline processes, reduce costs, and enhance the customer service experience.


Key Skills and Qualifications

  • Educational Background: Bachelor's degree in Business Administration, Management, or a related field (MBA preferred).
  • Experience:
  • 5+ years of experience in customer care or service operations, with at least 3 years in a leadership or transformation role.
  • Proven track record in managing large-scale transformation projects.
  • Team Management: Experience in managing and mentoring teams, with strong people leadership and coaching skills.
  • Stakeholder Handling: Strong ability to influence and manage stakeholders across different levels within the organization.
  • Data-Driven Decision-Making: Proficient in using data, metrics, and performance reports to drive decisions. Strong analytical skills to assess service performance and identify improvement opportunities.
  • Communication Skills: Excellent verbal and written communication skills. Able to communicate complex ideas and project status effectively across all levels.
  • Change Management: Hands-on experience with change management practices and methodologies, with the ability to engage and motivate teams during periods of transformation.
  • Customer Focus: Strong understanding of customer-centric service practices and a passion for delivering exceptional customer experiences.


Preferred Qualifications & Skills:

  • Experience in customer care service transformation within the Indian market.
  • Expertise in digital tools and platforms used in customer service.
  • Certification in Lean, Six Sigma, or other relevant process improvement methodologies.
  • Bachelor's degree in Business Administration, Information Technology, or a related field. Advanced degree preferred.
  • Strong understanding of service delivery processes, SLA management, and customer experience principles.
  • Experience leading transformation projects and driving process improvements.
  • Excellent analytical and problem-solving skills, with the ability to interpret complex data and identify actionable insights.
  • Exceptional communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels.
  • Strong leadership abilities, with a track record of building and motivating high-performing teams.
  • Certification in project management (e.g., PMP) and/or IT service management (e.g., ITIL) is a plus.


Join Our Team:

If you are a proactive and results-driven professional with a passion for delivering exceptional customer service, we encourage you to apply for the Service Assurance Manager position. Join us in our mission to transform service d

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