Has responsibility for all customer facing activities and for providing
a consistently high quality experience for new and existing customers
in a small/medium size cluster.
Job Summary:
The Customer Experience Manager – Ocean is responsible for establishing and delivering integrated customer experience capabilities within the Ocean product scope. The role leads customer experience teams, drives proactive customer support, and ensures seamless delivery across cross‑functional teams and products, while supporting growth, retention, and customer satisfaction across assigned vertical portfolios.
Key Responsibilities:
Maintain a pro-active approach on Customer Engagement at Leadership level, by offering suggestions / solutions to move up the value chain
Overall Delivery of Services to exceed expectation resulting in Customer Delight
Display strong leadership skills, be able to lead, motivate and engage the direct reports/ larger team that leads to world class employee engagement and staff retention.
Manage the overall Implementation of BCP Framework and help perform BCP mock drills.
Operational Excellence (OPEX) as a way of life in Execution.
Work with GSC Managers, Area CS Manager, & Centre to ensure KPI’s are met consistently.
Work closely with the migration team in taking on the newly migrated task and to establish KPIs for new business off shored.
Identifying adhoc customer requirements / exceptions and ensure that the feasible requirements are fulfilled with a sense of urgency
Develop and sustain effective Business relationships with customers in order to build a solid sense of confidence in customers
Develop and maintain tools for monitoring performance & deliverable of processes.
Support / Coach / Encourage and motivate team members for better performance and personal growth.
Customer Centricity at the core of what is being done to ensure High NPS in line with targets
Take full responsibility for the customer experience regarding import and export activiti