Remote India Customer success manager Jobs – 200 Open Jobs Today

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Senior Manager - Customer Experience

AxisMaxlife -
Remote

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Job details

Qualifications

Master's degree
Analysis skills
MBA
Communication skills

Full job description

Job Description

PositionSM -Control tower
Incumbent

DepartmentOperations (FLG)FunctionCXReporting toAVP- CX and Level 2 Email handling unit

Band4BLocationGurgaon HOTeam size (Direct/Indirect)
N/A

JOB SUMMARY
Control tower works with the Operations, Technology and marketing teams within Max Life. This team manages CAPA and grievance analysis for operations, the corresponding customer journey mapping, communication revamp existing customer gaps in key areas. KMP grievance reporting and governance will also now be a part of this. To run efficient and profitable operations, it is imperative to plan effectively for all large projects as well as unit level transactions.
Control customer grievances/escalations- there is a vertical within CX which is responsible for identifying in processes, customer journeys, communication etc and enforcing CAPA for such scenarios. This vertical is responsible for RCA and CAPA of gaps identified via escalations and customer grievances. We call this control tower, this vertical will direcly report to this role..

KEY RESPONSIBILITIES
Control tower management- Partner in creation of our customer centricity roadmap to control and reduce customer concerns including servicing and market conduct
Support the development of the customer centricity agenda by helping with detailed analysis on relevant areas , RCA and CAPA
Identify gaps and work with FLG units on closure of these process/tech items
Strategic support to function heads on key projects/journeys in the area of customer service, engagement and fulfillment
Work with function heads to own specific preventive initiatives and work with CFTs to deliver these
Give CX perspective on key customer journeys
Governance of Control tower rhythm, stakeholder management

General expectations w.r.t the role
Formulate proactive strategic options, evaluate selected options and make recommendations on decisions involving customer email handling items, comprehensively to senior management along with FLG leaders
Bring an outside in perspective to the business problem. Use networks within and outside of the industry to learn best practices and evaluate how they can be used and applied to Max Life’s business problems.

MEASURES OF SUCCESS
Timely and accurate RCA, insighting and reporting of publically disclosed and KMP reported grievances
Be a constant force of change and innovation for the organization, challenging status quo and bringing new ideas for testing and incubation
Successful archival of knowledge and dissemination of it across business functions
Positive feedback and appreciation from business owners and decision makers.
KEY COMPETENCIES/SKILLS REQUIRED
4 to 6 years. Presently should be in customer escalation handling, managing CAPA units
Preference for candidates with MBA from a tier 1 business school with excellent academic track record or with prior customer experience/digital experience
Ability to work with cross functional teams; strong networking and inter‐personal skills
Detail‐oriented, organized, critical thinker with strong work ethics
Excellent communication skills and a thoughtful, persuasive personal style.
Self-starters comfortable in a project-oriented environment and comfortable in dealing with large cross functional projects.
Ability to influence key stakeholders and operational owners through well-articulated strategies backed up with metric driven value statements.
Analytical skills and judgment to solve problems with limited information at hand by learning and using Statistical tools and logics.
Ability to develop, test and validate hypotheses. Should be competent at analyzing both quantitative and qualitative data.
Life insurance experience a plus, but not mandatory

Desired qualification and experience
Management Graduates from tier 1 business schools or 4 to 6 years in customer experience kind of profile or 5-6 years of experience in similar role. Presently should be in corporate strategy roles/customer experience for large business, engagement managers in top tier consulting firms
Life insurance experience a plus, but not mandatory

Apply Now

Refine Your Search

customer success manager jobs in remote india

Senior Manager - Customer Experience

Sales & Business Development Manager - Mar Tech

Customer Support Representative I

Senior Manager - Program Management

Business Development Manager (BDM) – Inbound Sales (Software Products)

Product Manager

Restaurant Marketplace Manager (Remote)

Scrum Master/Project Manager

Sr. Manager, Revenue Operations (Support)

Deputy Manager - Renewals

Customer Support Engineer

Operations Manager (Revenue)

Professional Services Project Manager

Sales Manager - SaaS only

Strategy & Operations Manager

Regional Partner Manager

Strategy & Operations Manager - Hiring Sprint

Workday Time Tracking and Absence Post Production Consultant (India)

Pre-Sales & Business Development Manager

Technical Customer Support Specialist II

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