The Deputy Manager - Customer Experience will be responsible for managing and enhancing the performance of all internal operations at Customer Care to maintain and improve customer satisfaction. They will intervene and respond as an escalation point for sensitive and escalated queries, comments, feedback, and complaints reaching senior management teams. Additionally, this role involves supporting the development of strategic recommendations to enhance service processes at the Visa Application Centre.
- Ensure smooth functioning of the e-Mail response team and maintain the customer-centric operating principles and values of the organisation.
- Contribute to the development and implementation of Customer Care strategies, policies and practices that will achieve operational excellence.
- Consistently achieve the SLA's through process enhancement, monitoring key deliverables and tracking key indicators of the business for the region.
- Handle grievances, appreciation and suggestions, sharing them for further best practices, and ensure their implementation across units in multiple regions.
- Enlist satisfied customers and partners to share their stories,
and leverage partnerships to enlist advocates for sharing good stories.
- Ensure employee satisfaction survey matches company expectations.
- Conduct regular Product & Process Training to all staff through coaching and development.
- Manage security (Physical & Data) at the Application Centres and ensure effective controls are in place to prevent any physical / data security breach incidents.
Sustainability:
- Promote judicious use of natural resources.
- Adhere to the organisation's setting, health, and safety policies, objectives, and guidelines
Anti Bribery Management Systems (ABMS)
- Follow the ABMS roles and responsibilities details as prescribed on the ABMS manual.
a. Understanding of ethical standards and the importance of integrity in business practices.
b. Ability to identify and evaluate risks related to bribery in various business contexts. For more detailed explanation, follow the ABMS manual
Education
- Graduate/ postgraduate or Global Equivalent Degree
Experience
- 2 3 years of experience with Operations /Project Management / Service enabling units
📌 Deputy Manager- Customer Service (Mumbai)
🏢 VFS Global
📍 Mumbai
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