Lead Customer Success

Job Description

Role & responsibilities Enabling business through robust operation process and matrix. Continuous engagement with clients for process feedback and improvisation. Maintaining quality of service and training the team periodically for existing LOBs and new Businesses. Decision making on matters relating to the day-to-day retail operation within their defined work area including the strategic planning of resources. Providing support for Networking with domestic and overseas assistance and insurance companies for acquisition of new businesses. Develop, maintain and monitor business SOPs and process documents for existing and new Businesses. Participate in meetings, training sessions and give important downloads to the team Manage and oversee the performance of all employees within the operations team, ensuring that all staff are trained and inducted properly, managed effectively. Oversee provider (Network) relationships (India and Outside India), ensuring quality of delivery and cost-effectiveness. Take responsibility of acquisition of new providers in the Network and maintain provider relationship. Manage contracts and relations with customers, vendors, partners and other stakeholders - Maintaining database for agreement / Renewal of existing agreements. Random Call Audits for checking process adherence and soft skills of the team. Maintaining database of ageing payment receivables and ensure outstanding reminders are sent on time and payment received and adjusted. Vendor Management. CSAT - Quality standards are maintained for Customers by gathering random feedback Preferred candidate profile Prior experience in Assistance/ Assurance/Insurance would be preferred. 10+ work experience in Medical /TPA/ Roadside Assistance. Knowledge of managing service delivery of the account by providing monthly client reports. Knowledge of preparing internal and external monthly reports including operational statistics, customer satisfaction, complaints, quality and profitability and ensure that all parties are kept up to date regarding key account management activities. Oversee Quality Control initiatives and ensure quality standards are met. Strong communication skills, written and oral. Perks and benefits As per industry norms.