Senior Manager - Operations (Complaints Management)

The incumbent would be part of the team and the primary responsibility will be to lead and manage the team, interact with TL/Client, attending Client calls, SMR and other important meetings, deal with Client/team issues, review reports prepared by TL, ensure that the process is metrics driven and provide guidance to the TL and team and suggest changes as and when necessary in order to improve the process.

Role & Responsibilities:

• Providing Necessary Technical Leadership at Account level
• Driving and Implementing Changes - Ensuring Process Improvements (Re-engineering)
• Setting Goals/ KRAs for The Process and for Resources
• Analyzing and Forecasting Business Trends Followed by Planning for The Same
• Defining and Understanding Client Requirements and Aligning Processes to Fulfil the Same
• Handling Client Calls - Daily/ Weekly or as Needed
• Collecting Data for Billing Purposes - Number of Transactions, Production Man Hours Etc.
• Reviewing and Analysing Process Metrics for All Processes in the Account
• Creating and Presenting SMRs Every Month
• Creating and Sending Monthly Reports to Senior Management
• Signing Off Daily Dashboards
• Resource Estimation/ Planning On a Regular Basis
• Developing Retention Strategies
• Conducting Skip Level Meetings
• Ensuring QMS Compliance for All Processes Handled - Following of Quality Processes Thoroughly - Checklists, Standards Etc.
• Coordinating Billing Activities with Finance Department
• Creating And Updating The Process Plan

Preferred candidate profile

• Overall 12-14 years of relevant industry experience
• Hands-on experience with ORM (Online reputation Management)
• Minimum 2+years experience of leading a Complaints Management Desk / L3 in an International Contact Centre
• Demonstrated ability to understand staffing, process efficiencies, and goal achievement while managing contact center cost
• Should have exhibited excellent problem solving, critical thinking and communication skills, a detail-oriented personality, and a collaborative spirit.