Senior Manager

Job Purpose

Drive Complaint Management and Customer recovery to ensure timely and effective resolution of Customer concerns. Strengthen processes, governance and systems, with a focus on root-cause analysis, preventive actions and continuous improvement to enhance Customer experience.

Qualification & Experience

• BE/BTech (MBA preferred)
• 5 - 8 years of experience in Customer Experience, Complaint Management or Customer service
• Experience in Complaint governance and Customer recovery
• Experience in CRM/Complaint Management platforms
• Manufacturing/B2B industry experience preferred

Key Responsibilities

• Complaint Process Excellence: Standardize and strengthen end-to-end Complaint Management process across businesses
• Define complaint lifecycle, TAT, escalation matrix and Governance process
• Define and establish Complaint Closure Quality Standards
• Complaint Management System Transformation: Drive enhancement of the complaint Management System to enable effective Complaint registration, assignment, tracking , escalation and closure
• Drive workflow automation, system-based escalations and dashboards in collaboration with Digital team
• Ensure effective adoption and utilization of the Complaint Management system across relevant functions
• Complaints Operations & Customer Recovery: Lead the end-to-end resolution of Sales Complaints by co ordinating with Sales and relevant business functions to ensure timely investigation, resolution and closure within defined TATs
• Own the end-to -end resolution of Senior Management Complaints, coordinating with the respective business functions to ensure timely resolution and closure
• Govern Customer dissatisfaction cases generated through NSS, CSAT / VOC channels and ensuring resolution within defined TAT by aligning with relevant stakeholders
• Ensure the adherence of resolution Quality standards
• Complaint Governance & Analytics: Monitor Complaint trends, ageing, critical escalations, senior Management escalations and TAT Compliance
• Establish and publish leadership dashboards for complaints governance through automated MIS/BI Tools
• Analyse Complaints trends, repeat complaints, Systemic issues across businesses
• Conduct Governance reviews and recommend corrective actions
• Continuous Improvement: Drive RCA and CAPA implementation with respective business functions
• Identify Systemic & recurring issues and drive Preventive Actions to reduce complaints recurrence
• Measure effectiveness of improvement initiatives and recommend further enhancements

Key Performance Indicators

• Sales Complaints Resolution within TAT
• Customer Dissatisfaction Alert Resolution within TAT
• Senior Management Complaints resolution within TAT
• Complaint Closure Quality & Customer Recovery Effectiveness
• Reduction in Complaint Rate (CPTO)
• Reduction in Repeat Complaints

Key Competencies

• Complaint Management & Customer Recovery
• CRM/Complaint Management Systems
• RCA & CAPA Methodologies
• Escalation Management
• Data Analytics and Reporting
• MIS/BI Tools
• Process design and improvement

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.