Client Servicing Manager

9 hours ago


Delhi, 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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