Customer Experience Executive - Mumbai

About the Role:

• The incumbent will have to work as part of a multi-functional team, and this involves collaboration with the internal team and external stakeholders.
• Create PowerPoint presentations/review on weekly, monthly basis; debrief echelon Team & superiors to analyze target areas. 

Requirements

Stakeholder Management:

• To collaborate with departments to address issues, ensure resolutions are effectively implemented, and provide complaint data reports as required.
• Engaging with stakeholders across different departments to gather requirements, communicate progress, and ensure buy-in for process changes

Project Management Skills:

• Ability to manage projects from initiation to completion, including planning, execution, and monitoring.
• Understanding of business operations and the ability to identify opportunities for process improvement that align with strategic goals
• Conduct Project Team meetings and situational analysis regularly to ensure project health and clear communication to all sponsors and stakeholders
• Work on projects with leaders in Continuous Improvement to define scope, map project milestones, track progress and escalate issues

MIS/System

• Tracks key performance metrics to measure success
• Metrics Maintenance of client, reports preparation, processing documentation, Log maintenance of customer service and safety records.
• Develop and manage MIS reports to support decision-making processes.
• Ensure data accuracy and consistency across all reporting platforms.
• Collaborate with various departments to understand their reporting needs.
• Implement system improvements for better data management and reporting.

Excellent Communication

• Demonstrated active listening, verbal and written communication skills with the ability to communicate to internal and external audiences
• Strong organizational, communication/presentation, planning, and analytical skills
• Proven ability to communicate effectively and forge successful relationships with both business stakeholders and teams.

Key Result Areas:

• Process Excellence
• Customer Success
• Advance Excel
• Data Analysis
• Report Generation
• Project Management
• Cross functional Collaboration
• MIS/System
• Excellent Communication
• Process Assessment & Documentation
• Process Mapping & Visualization
• Process Improvement, Mining & Optimization

Educational Qualification / Other Requirement:

• Post Graduate/Masters ,preferable with Business Management/Administration Degree
• Experience of a minimum of 2 years in Advance Excel/Google sheets, Data Analysis,Database Management & Report Generation

Benefits

What can you expect from RPCI?

• Our values lie at the core of our mission and vision. We believe that its our people who make our company what it is. We believe in:

• Safety
• Integrity
• Innovation
• Learning & Development
• Open & Transparent
• Performance Orientation

DEI statement:

Guidelines