Service Delivery Manager - Customer Care

THE TEAM

Customer Care is specialized in the various services viz. Bookings, Documentations (Exports and Imports), Freighting and Invoicing, Cargo Readiness, HO Docs, DDSM and Customs Filing. The team needs resources to be agile, flexible and quickly adaptable. As Customer starts engaging for the various activities from the Bookings up to delivery of their containerized cargo from origin to destination - this team takes care providing end-to-end solutions in the customer journey for CMA CGM Group.

REPORTING STRUCTURE

Direct Line : Associate Director / Director – Customer Care

Direct Team (Hierarchical) : Yes

Functional Team : Customer Care

Location : GBSI (Mumbai)

PURPOSE

Lead a bigger team, plan, co-ordinate and control the activities of the various domains of Customer Care team to maintain and enhance customer relationships and meet organizational and operational objectives along with mentoring leaders and team members.

KEY RESPONSIBILITIES

• Responsibility of managing all the domains of Customer Care (i.e. Bookings, Export & Import Docs & FAI) for the assigned areas.
• Plans, allocates and controls processes and resources to ensure quality deliverables within prescribed timelines and functional budgets.
• Ensure that structure, staffing and processes are aligned with the Company’s Quality objectives and goals.
• Collates and reports standard operational and quality metrics to the Management. Takes action on an ongoing basis to identify deviations from standards and initiates actions to address the same.
• To ensure quality delivery in line with Service level agreements made to customers & drive performance and monitor KPIs.
• Works collaboratively with the offsite locations & Regional offices to anticipate and understand customer expectations and satisfaction levels and translate that knowledge into process improvements / changes in order to improve effectiveness.
• Constantly take measures in improving the knowledge / skill base of the team.
• Ensure adherence to ISO Objectives and Standards across the organization.
• Collaborate with senior leadership on strategic initiatives.
• Drive automation ideas / culture for this team along with executing small automation ideas for a better result in the form of Improved SLA, Quality and better customer experience.
• Constantly engaging team to be part of BCP testing.

IDEAL PROFILE