client experience manager

Job Description: Client Experience Manager

Summary:

 The Client Experience Manager (CEM) role involves extensive customer interaction and

service.

 The CEM is responsible for information gathering, analysis, and mapping of the client's

workflow and processes.

 The CEM assumes a leadership role in actively managing specialized services that support

clients of Naik Group. Specialized services may include contact center support, facilitation of

client-specific support services, onboarding, and management.

 The CEM will help in developing, executing, and continually improving our client-facing

operational strategies and back-office processes.

Responsibilities:

 Establish and nurture rapport with clients that are conducive to a long-term business

relationship

 Work closely with Growth Managers (Sales) in multiple client experience-related projects

 Transaction support, internal escalation, and coordination intra-department for urgent

execution.

 Single point of contact for service-related work for Ultra HNIs/HNIs/MNIs

 Track client's queries/Feedback and turnaround times for customer satisfaction.

 Coordinate with GMs and Operations team on escalation and support.

 Structuring solutions for clients

 Ensuring required processes are being followed and necessary controls are in place to

ensure consistent, high-quality delivery as per plan to clients and GMs

 Managing issues pertaining to customer complaints and coordinating between team

members and Relationship Managers.

 Ensuring speedy redresses of client grievances

 Handling client's complaints and resolving cases to the complete satisfaction of Client by

telephonic conversation as well as email process.

 Extensive coordination with various departments to ensure complete and satisfactory

resolutions in order to achieve client delight.

 Complete follow-ups, feedback taken on a routine basis.

 Weekly report generation with graphs and figures.

 Being Innovative and giving suggestions to improve services and products.

Desired Profile of the Candidate:

 Knowledge of financial products viz. Mutual Funds, Insurance, etc., and managing

people can prove to be of great help.

 Ability to work well either alone or as part of a team.

 Good in English communication, Advanced Excel Skills

 CRM experience, finance background, and even freshers can apply

Location: Goregaon