Deputy Manager - Customer Service

Roles & Responsibilities:

• Design Thinking

  : Understands processes data deeply and leverage design choices to explore possible outcomes and to achieve the desired outcome to benefit the organization.

• Bias for Action

  : Can work in an ambiguous environment where sufficient data may not be available. Persists to complete tasks/responsibilities, even in the face of difficulties with optimism.

• Analysis Decision Making

  : Understands implications for the choices and is able to use that for making decisions. Makes timely, informed decisions that take into account the facts constraints.

• Creativity Innovation

  : Knowledge of innovation, ideation, effective brainstorming methods, feasibility analysis and can project how potential ideas may play out in the marketplace. Process/Project Management: Understands processes and principles to drive new initiatives within an organization with guardrails of Time, Cost, Scope Quality of the output.

• Teamwork

  : Can work collaboratively with a variety of teams, with transparency and be able to inspire others to work toward common goals by engaging and empowering them.

Required Skills:

• Own and drive improvement in critical customer facing metrics.
• Develop continuously evolving strategies for enhancing customer experience based on evolving customer behaviour
• Gather and analyse customer feedback and insights to understand preferences and behaviours.
• Identify, monitor, analyze and improve critical input metrics that have causality with the customer facing output metrics.
• Conduct thorough market research stay abreast of industry developments to identify trends and opportunities.
• Work with complex data sets from multiple channels to derive meaningful insights.
• Summarize findings and collaborate with product/tech/business/ops teams to drive experience improvement.
• Drive innovative projects to enhance customer experience demonstrate a passion for innovation and contribute to driving business growth.
• Develop a culture of continuous problem-solving and excellence within the team.
• Promote a strategic, long-term approach to problem resolution.