Senior General Manager

4 days ago

Mumbai Metropolitan Region, India VFS Global Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Job Description
Job Overview
The Senior General Manager – Information Services will be responsible for planning, directing, and managing all internal operations to maintain and improve customer satisfaction. Additionally, the role involves managing customer interactions and relationships.

Customer Care Design and Strategy

  • Create and implement comprehensive procedures for Customer Care, specifically addressing complaints, refunds, and social media interactions.
  • Develop and maintain service level standards that prioritize quick response times and effective issue resolution.
  • Define a clear mission for the customer care function and deploy strategies that align with this mission, staying informed about new practices and technologies.

Customer Experience Management

  • Take responsibility for customer issues, ensuring thorough follow-up and resolution while providing valuable feedback on service failures and customer concerns.
  • Focus on improving the customer service experience to foster engagement and loyalty.
  • Oversee the entire customer care process to ensure a seamless customer experience, supporting cross-company initiatives to drive improvements and reduce complaints.

Performance Improvement and Quality Assurance

  • Manage the day-to-day performance of the Customer Service function, aiming for best-in-class service that meets or exceeds KPIs while staying within budget.
  • Apply best practices to develop continuous improvement plans, making data-driven recommendations based on employee and customer insights.
  • Advocate for the customer experience by driving change and influencing future projects to achieve service enhancements.
  • Enhance the quality of customer interactions, ensuring compliance with regulatory obligations. Implement quality assurance and training functions for global Information Services, both in-house and outsourced, to drive performance and gather insights.
  • Provide timely feedback to the Operations team to ensure customers receive accurate and up-to-date information regarding their order status and changes.

Team Management & Succession Planning

  • Manage and develop staff, including performance management, training, and career development.
  • Create and maintain a robust talent pipeline to ensure succession planning (1:2 ratio).

Environment, Social & Governance

  • Oversee corporate governance within the assigned region, ensuring alignment with organisational principles, policies, and regulations.
  • Promote judicious use of natural resources and adhere to the organisation's environment, health, and safety policies, objectives, and guidelines.
  • Drive the organisation's sustainability initiatives, working towards achieving established targets.

Education

  • Postgraduate or Global Equivalent Degree in any stream.

Experience

  • Over 15 years of work experience in BPO / Travel / Hospitality industry of which last 5 to 7 years should be in senior management position/level.

  • General manager fleet personnel

    6 days ago

    Mumbai Metropolitan Region, India The Naval Connection Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    We're Hiring: General Manager – Fleet Personnel (Cruise Division)Location:Mumbai, IndiaExperience:Senior Leadership | Cruise / Marine IndustryWe are looking for an experienced and dynamic professional to lead Fleet Personnel operations for the Cruise Division. If you excel in managing large, diverse teams and ensuring seamless shipboard staffing, this role...

  • General Manager

    2 days ago

    Mumbai Metropolitan Region, India Indics Solution Full time ₹ 3,50,00,000 - ₹ 4,00,00,000 per year

    Post : GM – Finance & AccountsLocation: SEEPZ, MumbaiTeam Size: 20–30 MembersWorking days : 5 daysIndustry - Export Jewellery ManufacturingSalary Range - 35LPA to 40LPAPosition Overview:We are seeking a highly experienced and strategic GM – Finance & Accounts to lead and manage the complete finance function across multiple business verticals,...

  • General Manager

    2 days ago

    Mumbai Metropolitan Region, India SUN PHARMA Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Job TitleGeneral Manager – Supply ChainJob GradeFunction:Supply ChainSub-functionSupply ChainManager's Job TitleGlobal Supply Chain HeadSkip Level Manager's TitleFunction Head Title:Global Supply Chain HeadLocation:MumbaiNo. of Direct Reports (if any)3Date Of JoiningJob SummaryThe General Manager – Supply Chain will be responsible for managing the...

  • General Manager

    2 days ago

    Mumbai Metropolitan Region, India ATRIOS Consulting Full time ₹ 17,50,000 - ₹ 25,00,000 per year

    We are #hiringPosition: General Manager - FinanceOrganisation: A leading foundationExperience: 7-10 yrsQualification: MBA/Masters in Finance / qualified CA or any other equivalent professional certificationCTC: 35 LPALocation: MumbaiJob DescriptionResponsible for financial accounting, budgeting, MIS, statutory compliances and treasury, Accounts receivables...

  • Deputy General Manager

    2 days ago

    Mumbai Metropolitan Region, India SUN PHARMA Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Job TitleNational Sales Manager – GynecologyLocation:MumbaiAt Sun Pharma, we commit to helping you"Create your own sunshine"— by fostering an environment where you grow at every step, take charge of your journey and thrive in a supportive community.Are You Ready to Create Your Own Sunshine?As you enter the Sun Pharma world, you'll find yourself becoming...

  • Senior Accountant

    7 days ago

    Mumbai Metropolitan Region, India Better Works HR Full time ₹ 4,00,000 - ₹ 12,00,000 per year

    Company DescriptionWe suggest you enter details here.Role DescriptionThis is a full-time on-site role for a Senior Accountant. The role is located in the Mumbai Metropolitan Region. The Senior Accountant will be responsible for managing general accounting functions, preparing financial reports, and ensuring accuracy and compliance with accounting standards....

  • Senior Marketing Manager

    7 days ago

    Mumbai Metropolitan Region, India Smartbox Lockers Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Broad Function:We are seeking Senior Marketing Manager, who will be responsible in global marketing strategy and execution across digital, offline, and event channels to drive brand positioning, demand generation, and sales pipeline growth. Build and manage a high-performing marketing team and partner ecosystem, while collaborating cross-functionally with...

  • Assistant General Manager

    1 week ago

    Mumbai Metropolitan Region, India Masflair Full time ₹ 6,00,000 - ₹ 18,00,000 per year

    AGM - Finance & AdministrationLocation: Goregaon, MumbaiSalary: Rs LPAAbout The CompanyThe company is India's one of the fastest-growing Premium Pre-Laminated Panel and Laminate manufacturing companies. It has a state-of-the-art 100,000 sq ft factory located near Vapi and is the largest flat lamination unit in the country.To fuel our ambitious growth plans...

  • General Manager-Taxation

    2 weeks ago

    Mumbai Metropolitan Region, India VFS Global Full time ₹ 1,50,00,000 - ₹ 2,50,00,000 per year

    Job OverviewThe General Manager - Taxation will be responsible for optimizing global tax structures to minimize costs, managing risks, ensuring compliance, and overseeing assessments. The General Manager – Taxation will be responsible for global tax cost management, international tax structuring, transfer pricing oversight, litigation management, tax...

  • General Manager Taxation

    2 weeks ago

    Mumbai Metropolitan Region, India VFS Global Full time

    Job OverviewThe General Manager - Taxation will be responsible for optimizing global tax structures to minimize costs, managing risks, ensuring compliance, and overseeing assessments. The General Manager – Taxation will be responsible for global tax cost management, international tax structuring, transfer pricing oversight, litigation management, tax...