Job Description
Job TitleAssistant ManagerLocationGurugram-90CDepartmentOperations: ManagementFunctionOperationsReporting toManager - OperationsBand5AJOB SUMMARY:
Drive and institutionalize a structured Voice-of-Customer (VoC) program through the Customer Hour initiative, enabling direct leadership engagement with detractor customers. The role will be responsible for translating customer conversations into actionable insights, identifying systemic gaps, and ensuring end-to-end resolution of customer issues.
This position will play a critical role in embedding customer obsession across leadership layers, improving key experience metrics such as NPS, retention, and service quality, and strengthening feedback-to-action loops across the organization.
KEY RESPONSIBILITIES
Program Design Execution
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
Leadership Enablement
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
Action Planning Insight Aggregation
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
Issue Resolution Governance
Own end-to-end lifecycle ofof all customer issues raised, ensure timely closure (within TAT), track SLA breached and escalate delays
Partner with cross-functional teams to drive implementation
Dashboarding Reporting
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)
Internal:
EMC / SLT leaders (primary stakeholders)
Distribution, Operations, and Customer Service teams, IT, and Business Excellence teams
Analytics / BIIG teams for dashboarding and data support
External:
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
