Navi Manager Customer Experience
Job Description
Manager - Customer Experience
- Strategizing and delivering processes for consistent customer satisfaction
- Establishing collaborative relationships with various functions within the organization to deliver best in class Customer Experience
- Inspire Customer success across the organization by aligning product through product road map, planning through forecasting, Tech through issues faced by the customers
- Understanding customer feedback and driving data-oriented analysis to leverage automation and enhance overall customer experience
- Directly managing a team of 50+ highly motivated executives and team leaders
- Responsible for building a strong sense of customer-centricity within the team and developing the next line of leadership
- Ensuring highest customer satisfaction and consistent delivery of all KPIs like CSAT, Resolution time, First Response Time, First Call Resolution, Quality, Repeat rate etc. for Navi's non-voice channels
- Taking end to end ownership of customer grievances; Efficiently managing all customer queries, complaints and escalations as per the TAT. Filing timely regulatory reports to regulators like RBI, IRDA & SEBI
- Collaborating with audit and compliance stakeholders to strengthen overall governance and controls across the non-voice operations
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Job Detail
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Job IdJD2965901
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationBangalore, Karnataka, India
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EducationNot mentioned
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ExperienceYear