Head – Operations – Customer Service – FMCG (6-10 yrs)

– Handling Operations, Partner onboarding, Partner Lifecycle Management, Process Management, Managing Partner experience.

– Experience in handling large operations.

– Metrics and process-driven, Discipline and process orientation are important.

– Process owner for operations and deployment.

– Data-driven and able to derive solutions from it.

– Customer focus and ensuring complaints are handled well in given SLA.

– Driving customer delight and ensuring that TAT is always met.

– Design service operations frameworks and SLA’s for the business.

– Transform the existing business process into a sustainable model, with a drastic reduction in risk exposure by devised data-driven culture.

– To improve the transparency of the daily process health using defined metrics, and improved the performance completion in target days which is the best benchmark in Industry.

– Leading the innovations drives to remodel the existing application, to improve customer experience & increase team’s productivity & effectiveness.

– Leading Vendor growth with standardizing the onboarding process & building many capabilities along with improved service rate & reduced fees.

Delhi NCR

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