Job Description

As a leader responsible for Service Operations and Business Development in the state/region, you\'ll guide a team of Customer Relationship Managers and Relationship Managers. Your mission is clear: elevate our customer service, expand our customer base, and meet revenue targets.What You\'ll Do :- Service Excellence : Set and maintain high service standards to ensure customer satisfaction.- Business Growth : Drive growth by acquiring, retaining, and upselling customers.- Revenue Responsibility : Take charge of achieving revenue targets across multiple channels.What We Need :- Leadership Skills : Lead and inspire your team.- Customer-Focused : Obsessed with delivering great customer experiences.- Growth-Oriented : Ready to drive business growth.- Achieve Sales Revenue Targets and Service Excellence- Drive the attainment of sales revenue targets while maintaining exceptional service levels.- Ensure Exceptional Service for Assisted and Elite Member- Consistently deliver exceptional service to Assisted and Elite Members, cultivating customer delight.- Effective Team Management- Supervise and optimize a team of Relationship Managers, enhancing productivity through Customer Service Managers (CSMs).- Process Initiative Adherence- Ensure alignment with organizational process initiatives, ensuring adherence to established norms.- Performance Monitoring and Improvement- Periodically review team performance, track key metrics including individual performance, attrition, quality, talk time, and service levels.- Motivation and Incentive- Continuously inspire team members, driving them towards incentives and fostering retention of critical and high-performing Relationship Managers (RMs).- Identify Training Needs and Develop Relevant Content- Identify training requirements and collaborate with the training team to develop customized content tailored to the team\'s needs.- Collaborate Across Sales Channels- Work collaboratively with all sales channels to drive the Personalized Services business across various channels.- Strong Analytical and Problem-Solving Skills.- Excellent verbal, written communications skills & presentation skills.- Ability to mutually build successful cross functional relationships.- Excellent Leadership and People Skills - Conceptual skills - Ability to think through and implement processes from a \'customer experience enhancement\' point of view.- High Degree of Customer Service Orientation (with a multi-cultural outlook), EQ and Empathy.- Knowledge Management to capture tacit knowledge and build domain expertise.- Capability to look at data with an analytical mindset, make meaningful inferences and based on insights from the data, take corrective action.- Have a process mindset in relooking at processes critically and reengineer them.- Highly energetic, service-oriented management professional with proven competencies in learning new products and services, new markets, new verticals and should have made a significant Service impact / transformation in the previous assignments. (ref:updazz.com)

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