Chief Manager – Customer Service (Strategy & Analytics)

JOB SUMMARY :

This role will primarily be responsible for the following areas :

1. Provide analytical and strategic support to the team by tracking and reviewing important KPI’s (complaints, freelook cancellations etc.) across channels. Perform diagnostics on identified problem areas and working with relevant teams to problem-solve;

2.Partner with functions like BIIG and Distribution to find the root cause(s) and solves thereof

The role will require substantial intersection management and collaboration with various teams / internal customers.

KEY RESPONSIBILITIES :

Strategic and Analytical support

o Work with the BIIG function to ensure comprehensive, regular and active tracking of all important KPIs for the function

o Assess the overall function performance (against historical, target, as well as competition numbers) and identify problem areas

o Deep-dive identified areas to get actionable insights; Prepare action plans (to resolve identified issues) and program manage these initiatives as part of the regular operations and transformation governance forums.

General expectations w.r.t the role

o Execute and deliver on projects with predetermined measures of success.

o Work with cross functional team to identify and analyze key levers impacting the process / work area.

o 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 :

• Learning and continuous effort to perfect usage of template problem solving techniques, statistical tools and logics.
• Successful integration of Analytical solutions with Business processes and systems for ongoing usage.
• Successful archival of knowledge and dissemination of it across business functions
• Positive feedback and appreciation from business owners and decision makers.

JOB REQUIREMENTS

MINIMUM EDUCATION :

MINIMUM / SPECIFIC EXPERIENCE :

KNOWLEDGE / SKILLS / ABILITIES :