Business Planning - Senior Manager

Role & responsibilities

Support the CX function in planning and driving key strategic initiatives aligned with business priorities.

Coordinate annual planning, quarterly reviews, and governance activities for the CX team.

Prepare management presentations, review decks, dashboards, and business updates for leadership forums and governance meetings.

Publish Minutes of Meeting (MoMs), track action items, and coordinate with cross-functional teams to ensure timely closure.

Work closely with Business, Operations, Technology, Risk, Compliance, Collections, and other stakeholders to drive CX initiatives and monitor progress.

Analyze customer feedback, complaints, operational metrics, and other CX data to identify trends and recommend improvement opportunities.

Maintain trackers, MIS, and governance reports to provide timely updates on key CX initiatives and action plans.

Assist in the preparation of strategic proposals, business cases, and annual operating plans for the CX function.

Ensure timely follow-up and execution of key deliverables by coordinating across multiple teams and maintaining governance discipline.

Continuously identify opportunities to improve processes, strengthen customer experience, and enhance operational efficiency.

Demonstrate strong planning, coordination, communication, and stakeholder management skills while managing multiple priorities.

Postgraduate in Business, Marketing, or related fields

8+ years experience in handling Customer Experience Management and Planning

Must have hands-on experience in CX operations, including direct involvement in resolving customer issues, managing feedback channels, and executing CX initiatives on the ground.

Independent and self-driven professional with the ability to take ownership of tasks and deliver results with minimal supervision.

Strong interpersonal and customer service orientation with proven skills in problem-solving, conflict resolution, and managing challenging customer interactions effectively.

Demonstrated experience in customer experience management, data analysis, and strategic business presentation development.

Willingness to work in a dynamic environment with flexibility to operate in shifts and during holidays as per business requirements.

Understanding of operational cost structures, budget monitoring, and expense management.

Proficiency in MS Excel, PowerPoint, Power BI and analytical tools related tools and programs for deriving insights and visual reporting.

Sound understanding of digital transformation trends, process automation, and fast-evolving FinTech applications.

Excellent verbal and written communication skills, with the ability to influence and collaborate with internal stakeholders across levels.

Familiarity with key CX metrics and frameworks including NPS, CSAT, complaint handling processes, and VOC (Voice of Customer) analytics.

Competence in designing, maintaining, and publishing dashboards, trackers, and comprehensive MIS reports.