Key Responsibilities: 1. Monitor & Manage member queries/concerns/requests & govern through internal escalation process :

a.

Interaction

Management (Exceed TAT)

b. Complains & Retention Process

- Responsible for improving the experiences customers have with organization, with the goal of increasing customer satisfaction score, FTRs, proactive engagements (Member Meets)
- To maintain the team effectively towards the customer satisfaction (CAPS)

4.

Driving

Team to generate revenues for the organization by upselling products, referrals and rescue management

- Responsible to adhere to the standard operating procedures
- Reduce dormancy and improve eligible base
- Responsible for ASF collections from dormant members
- Responsible to achieve CAPS score of + 80 and CES score of + 80
- Create magical moments for customers at every touch point
- Reduce incoming complaints
- Focus of fixing problems through quality tools
- Responsible for recruitment,



training, mentoring and retention a. Of his team members b. Allocate tasks to the team c. Review of Teams performance d. Periodic tracking of performance appraisal of the team.

Skills & Abilities: 1. Analytical skill and attention to detail are essential requirements for this role

- Good decision-making skills to make recommendations for improvements and execute timely/correct decisions.
- Patience and Valuable Listening Skills
- Team Management
- Persuasive, Negotiating and Influencing Skills

6.

Excellent Interpersonal

Skills as this role would require cross functional interactions.

- Must also be an Excellent communicator so that he/she can guide their teams and encourage colleagues to maintain the highest standards of quality

📌 Member Relations Manager - Operations (Mumbai)
🏢 Mahindra Holidays u0026 Resorts India
📍 Mumbai