Manager - Client Experience (SME)

Job Profile:To handle and manage the Client Experience & business for SME/D2C clients.Job Description:Responsible for managing a team of 8-10 team members who are handling the high Volume SME/D2C clients and ensure they deliver High Performance and meet their KRA'sStudy Existing Processes/SOP's for improvisation & Set Up New processes basis client/operations problem statements Innovate solutions & mechanisms that solves customer problemsConnect and maintain relationship with Clients for Feedbacks/Suggestions, understand their pain points to deliver customized solutions and to enhance client experienceRegular business review with the clients and focusing on value growth areas for the Business.Coordinate with various stakeholders, Handle Escalations , prepare RCA and work upon permanent solutionsDrive Continuous Improvements in process , productivity ,quality & cost structuresSkills:Excellent Communication skillsMin 5-6 yrs experience in customer service management, escalation management, process improvements, resolving issues, building SOPsHigh level of analytical ability to identify and solve problems Experience in People ManagementProficiency in Ms Excel, PowerPointGood to have logistics Experience PRB