Manager - CC_Chennai

Job Summary

The Manager - CC_Chennai will oversee the end-to-end customer relationship journey and Net Promoter Score (NPS) management. This role is crucial in ensuring a seamless after-sales relationship post-booking, focusing on timely documentation, collections, and resolution of customer issues.

Responsibilities

• Financial Management: Devise and distribute collection targets based on Annual Operating Plan (AOP) projections and strategize monthly collection projections.
• Operational Oversight: Monitor daily activities of team members to ensure adherence to Standard Operating Procedures (SOPs) and timelines, while meeting collection targets.
• Customer Issue Resolution: Address daily grievances and escalations from customers, ensuring timely and satisfactory solutions are provided.
• Team Support: Assist team members with complex issues requiring expertise and mitigate escalated customer concerns.
• Cross-Functional Coordination: Collaborate with various internal teams to streamline collections and resolve customer issues effectively.
• Performance Management: Define work objectives, balance workload, conduct performance reviews, and engage in team-building activities.

Qualifications

• Education: Graduate degree.
• Experience: 12-15 years of relevant customer management experience, with a preference for candidates from real estate, banking, or hospitality sectors.
• Team Management: Mandatory experience in managing teams.

Preferred Skills

• Functional Skills:

  • In-depth understanding of collections management and efficiency targets.
  • Expertise in customer experience management and proactive tracking of customer issues.
  • Knowledge of referral and loyalty management to drive sales.
  • Ability to establish collaborative processes for smooth project handovers.

• Behavioral Skills:

  • Strong team management capabilities.
  • Excellent influencing and negotiation skills.
  • Proficient in stakeholder management and crisis resolution.

Experience

• More than 8 years of experience in customer experience management, with a strong emphasis on team management.

Environment

• Location: Chennai
• Work Type: Full-time
• Work Mode: In-office

Reporting Structure

• Reports to the Project Director with matrix reporting to the Head of Cluster for Customer Centricity in the zonal office.