Senior Manager – Client Experience & Operations Management – Internet/Online (2-5 yrs)

Key Responsibility Areas:

1. Own the customers’ post-live onboarding journey

2. Ensure a positive early experience, detailed handholding and right expectation setting through on-call conversations with customers by team

3. Drive team of 50+ executives and Team Leads and lead to exceptional outputs through strong performance tracking and team grooming measures

4. Key metrics that need to be driven – client NPS, quality of interactions, SLAs around client training completion

5. Bring innovations and best practices to drive best-in-class onboarding experience for customers

6. Share solutions and drive improvements in processes and products by regular process reviews and insights from data analysis

7. Maintain process compliances and hygiene

Desired Profile:

Qualifications:

Education and experience – MBA with 2-4 years of work experience and passed out of well-recognized institutes

Skill Sets:

1. Customer satisfaction oriented mindset

2. Good communication and presentation skills

3. Experience of leading large teams, preferably in business operations roles

4. Good logical reasoning ability

5. Good data analysis skills and understanding of technology to drive business solutions

6. Strong with MS Office tools, especially Excel, PowerPoint, and Word

7. Ability to multi-task and work in a fast-paced environment