Designation: Lead

Location: India Karnataka Bangalore,Karnataka

Organization: Digital Platforms

:

Key Accountabilities &

- Support Actions

1. Customer Operations &
- Contact Centre Management

- Lead inbound customer support across Calls, Email, WhatsApp and Digital Channels.

- Ensure SLA adherence for enquiries, RFQs and customer requests.

- Drive first contact resolution and timely escalation management.

- Monitor service quality, productivity and customer satisfaction.

- Standardize customer interactions through SOPs and quality audits.

- Publish operational performance dashboards and service metrics.

1. Customer Onboarding, Digital Adoption &
- Compliance

- Own end-to-end customer onboarding, KYC verification and customer activation.

- Ensure acceptance of Terms &
- Conditions before customer activation.

- Drive adoption of Buyer Portal, VAN and Self-Service platforms.

- Educate buyers on digital processes, platform capabilities and SOPs.

- Manage statutory document collection, validation and renewals (KYC, TDS, etc.).

- Improve onboarding turnaround time and digital adoption metrics.

1. Order Governance &
- Customer Issue Resolution

- Manage maker-checker governance for order processing and approvals &
- PODs

- Ensure order validation, commercial checks and policy compliance.

- Own buyer disputes, returns, refunds and escalations.

- Drive closure of small receivables through proactive buyer engagement.

- Coordinate with Sales, Category, Credit, Finance and Supply Chain teams for timely issue resolution.

- Improve order Accuracy ( First Time Right)

1.



Customer Experience Excellence &
- Process Improvement

- Capture and analyse Voice of Customer (VOC) feedback.

- Identify customer pain points and implement process improvements.

- Monitor CX KPIs including CSAT, NPS, SLA and Resolution TAT.

- Partner with Product and Technology teams to digitize customer journeys.

- Drive SOP governance, process standardization and audit compliance.

- Lead continuous improvement initiatives to enhance customer experience and operational efficiency.

1. Buyer Lifecycle &
- Retention Management

- Maintain accurate buyer master data across all business systems.

- Monitor buyer engagement and repeat purchase behaviour.

- Partner with Sales teams to improve buyer retention and loyalty.

- Drive proactive buyer communication and engagement initiatives.

- Analyse customer behaviour and recommend retention strategies.

- Support revenue growth through superior customer experience and service excellence.

1. Team Leadership &
- Stakeholder Management

- Lead, coach and develop a team of on-rolls and off-rolls associates.

- Set goals and monitor productivity, quality, SLA and operational KPIs.

- Conduct performance reviews, training and capability-building initiatives.

- Manage workforce planning, roster management and vendor performance.

- Collaborate with Sales, Category, Credit, Finance, Supply Chain and Product teams to deliver seamless customer experience.Foster a customer-first, high-performance culture focused on accountability, ownership and continuous improvement.

📌 Lead CX (Karnataka)
🏢 Aditya Birla Group
📍 Karnataka