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.