Deputy Manager Customer Experience

Job Description

Role Summary: The incumbent will be required to program manage the customer experience agenda at the VAC's . This would include the Feedback and CSAT program to ensure that our scores across Rating platforms are in line with the target . The incumbent needs to -create the necessary visibility and drive in creating a culture of CSAT . Will ensure the there is adequate data visibility of the scores , trends , RCA of the bottom quartile . -work with the regions to drive up the responses and ensure that " Compliments" are collated and shared with the regions for further update to the missions. This would ensure that our positive mentions with the mission increases -work with Corp Comm to ensure that the ORM complaint management process is working in line with the SLA's -work with PMO to ensure that the CAPA is done on the negative CSAT cases for process improvement and people interventions -Create and run the CE Scorecard and a Reward and Recognition program Rationale for hiring: Our rating across top on line rating platforms are not upto the mark . Further we have seen a spate of complaints from the missions on applicant issues . There is no strucutred approach to ensuring that the VAC's drive collection of Feedback from the applicants and further wherever captured this is not conveyed to the mission . This leads to the mission only receiving complaints which creates a negative perception of the brand . This exxagerated negative view makes them take stern actions on us such as curtailment of VAS which leads to revenue erosion since all they get currently are negative mentions We therefore need to build and drive a culture of ensuring that every applicant gives us feedback of our services , which are further conveyed to the missions hence ensuring a positive Brand Image . Show more Show less