Customer Relationship Management (CRM) Manager

Core Responsibilities:

·          Customer request/query/complaint management

o Ensure rightful resolution of customer query and/or request within TAT/SLA

o Drive process improvements to reduce complaints and increase customer delight

o Coordinate and liaison across departments for resolution of complaints

·          Call center management

o Monitor customer communication routed through Call center and review service quality of call center vendor

o Conduct periodical updates with respect to policy and process changes with the Call Center

·          Manage communication/system changes having direct customer impact

o Review system/portal changes having impact on customer and monitor and plan all system generated communication to customers

o Manage the operation delinquency voice process

·          Team Management

o Ensure manpower planning and team management

o Provide training for the team members and provide process updates and ensure high motivation and engagement levels of team members

o Drive customer centricity and sensitivity across the team

·          Build and facilitate business retention process

·          Help resolve all audit queries and support business activities(With respect to Customer Communication)

·          Provide analysis of reports and records and maintain monthly customer service reports/MIS