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GM- Commercial CCC

10 - 15 years

0 Lacs

haryana

Posted:6 days ago| Platform: Shine logo

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Skills Required

customer support commercial operations process excellence order management master data management revenue generation compliance customer satisfaction strategic planning process simplification digitization automation sla management leads management roadmap creation omnichannel

Work Mode

On-site

Job Type

Full Time

Job Description

As the leader of Commercial CCC, you will have a dual role encompassing both operational and strategic responsibilities. On the operational front, your primary focus will be to ensure that daily transactions are handled efficiently to meet customer satisfaction, managing approximately 250,000 interactions annually. It will be your responsibility to guarantee that each transaction is completed within the agreed Service Level Agreements (SLAs) and aligns with customer expectations. You must possess a thorough understanding of commercial policies and ensure 100% compliance during the Order Management process. Addressing escalations promptly and analyzing the root causes to prevent future occurrences will also fall under your purview. Implementing process simplification, digitization, and automation strategies such as chatbots, RPAs, and other automation tools will be essential for enhancing efficiency and improving customer SLAs year on year. Moreover, you will be tasked with increasing revenue generation through Leads management activities. Ensuring continuous compliance with master data maintenance for the Greater India zone (commercial, GSC) is imperative. At a tactical and strategic level, you will be required to develop a roadmap for the future of Commercial CCC (Customer support), focusing on elements like omnichannel support, 24/7 availability, and swift, accurate issue resolution. Your role will involve implementing measures to realize this roadmap effectively and creating a nimble Commercial CCC that can adapt to evolving business needs while consistently enhancing customer satisfaction. Qualifications: Educational Qualifications: - Graduate in any stream - MBA (Preferable) Job Experience: - Overall Experience of 10-15 years in business & commercial operations across Customer Support (Commercial), Process Excellence Relevant Experience: - Customer Experience and Process Excellence This is a full-time position with the requirement number 009AE0.,

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