Manager - Customer Service

Job Summary Key Responsibilities

• Design, execute, and scale the Customer Hour initiative for EMC and SLT leadership
• Plan and execute monthly Customer Hour sessions, ensuring consistency, quality, and scalability
• Facilitate on-ground leadership customer connects as part of on-going field initiatives
• Drive structured adoption across business functions and channels
• Enable leaders with curated list of detractor customers per session (channel/function-wise) in coordination with DSR team
• Prepare comprehensive customer case history (policy details, history, complaint summary) and structured conversation guides with probing points and expected outcomes
• Ensure each leader completes minimum 4 customer interactions per quarter and drive adoption across leaders and functions
• Establish a central repository for all customer issues identified during Customer Hour
• Conduct deep-dive analysis of customer feedback (qualitative + quantitative)
• Identify root causes across process, system and communication gaps
• Translate findings into actionable problem statements for leadership decisions
• Own end-to-end lifecycle of all customer issues raised, ensure timely closure (within TAT), track SLA breached and escalate delays
• Partner with cross-functional teams to drive implementation
• Build and manage leadership dashboards for Customer Hour participation, Issues identified vs. closed, Structural vs. tactical problems and any other parameters tracked in Utkarsh.

Measures of Success

• Number of Customer Hour sessions conducted
• Leadership participation rate (% EMC/SLT coverage)
• Number of customer interactions completed per leader
• Volume of issues identified (structural tactical)
• % issues closed within TAT / SLA adherence
• Reduction in repeat complaints / detractor base
• Improvement in NPS / Customer Obsession Index (COI)

Key Relationships (Internal /External)

• EMC / SLT leaders (primary stakeholders)
• Distribution, Operations, and Customer Service teams, IT, and Business Excellence teams
• Analytics / BIIG teams for dashboarding and data support

• Customers (particularly detractors and critical cases)
• Third-party vendors (if involved in customer outreach or data support)

Key competencies/skills required

• Strong analytical and problem-solving ability (RCA, pattern detection)
• High attention to detail customer empathy
• Excellent stakeholder management and influencing ability
• Strong program management and execution orientation
• Expertise in dashboarding tools
• Capability to manage ambiguity and cross-functional dependencies
• Experience in complaint handling or service excellence frameworks

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