Site Customer Centric - Manager

Responsibility Area         

Financial

· Devise & distribute the collections targets basis the AOP projections

· Strategize the collection projections for the month.

Operational

· Monitor and supervise the daily activities of each team member to ensure adherence to internally defined SOPs and timelines

· Responsible for meeting the collection targets

· Monitor the daily grievances and escalations received from customers

· Ensure timely, accurate and satisfactory solutions are provided by team members to each of these queries

· Support team on difficult or new issues requiring expertise

· Mitigate escalated customer issues

· Coordinate with other functions to resolve customer issues

· Coordinate with various internal key functional teams to ensure that the collections are streamlined and can be brought in within the timelines

· Maintain a high Net Promoter Score from customers

· Site based customer engagement

People

· Defines and sets work objectives for team members

· Balances work allocation in team

· Reviews tasks completed by team members and conduct regular performance reviews

· Completes performance appraisals of team

· Carries out team building & engagement activities

Process Adherence & Improvement

·

· Recommends process improvement ideas to streamline efficiency/costs/productivity

· Undertakes process improvement activities in own work area

· Complies with company defined guidelines and processes

· Adheres to project timelines

Who are we looking for?

Qualification:

· Graduate with 9-15 years of relevant customer management experience

 Experience:

· More than 8 years of experience in customer experience management. Experience in real estate will be preferred. Candidates from banking, hospitality can be considered for this role.

· Team Management experience mandatory.