Designation Title

Manager - Personalized Services

Reporting to

Vice President (Business Head – Personalized Services)

Location

Bhubaneswar, Odisha

Role Overview

As a leader responsible for Service Operations and Business Development in the state/region, you'll guide a team of Customer Relationship Managers and Relationship Managers. Your mission is explicit: elevate our customer service, expand our customer base, and meet revenue targets.

What You'll Do:

- Service Excellence: Set and maintain high service standards to ensure customer satisfaction.
- Business Growth: Drive growth by acquiring, retaining, and upselling customers.
- Revenue Responsibility: Take charge of achieving revenue targets across multiple channels.

What We Need:

- Leadership Skills: Lead and inspire your team.
- Customer-Focused: Obsessed with delivering great customer experiences.
- Growth-Oriented: Ready to drive business growth.

Key Responsibilities

- Achieve Sales Revenue Targets and Service Excellence
- Drive the attainment of sales revenue targets while maintaining exceptional service levels.

- Ensure Exceptional Service for Assisted and Elite Member
- Consistently deliver exceptional service to Assisted and Elite Members, cultivating customer delight.

- Effective Team Management
- Supervise and optimize a team of Relationship Managers, enhancing productivity through Customer Service Managers (CSMs).

- Process Initiative Adherence
- Ensure alignment with organizational process initiatives, ensuring adherence to established norms.

- Performance Monitoring and Improvement
- Periodically review team performance, track key metrics including individual performance, attrition, quality, talk time, and service levels.

- Motivation and Incentive




- Continuously inspire team members, driving them towards incentives and fostering retention of critical and high-performing Relationship Managers (RMs).

- Identify Training Needs and Develop Relevant Content
- Identify training requirements and collaborate with the training team to develop customized content tailored to the team's needs.

- Collaborate Across Sales Channels

- Work collaboratively with all sales channels to drive the Personalized Services business across various channels.

Skill and Competencies

- Strong Analytical and Problem-Solving Skills.
- Excellent verbal, written communications skills & presentation skills.
- Ability to mutually build successful cross functional relationships.
- Excellent Leadership and People Skills
- Conceptual skills – Ability to think through and implement processes from a ‘customer experience enhancement’ point of view.
- High Degree of Customer Service Orientation (with a multi-cultural outlook), EQ and Empathy.
- Knowledge Management to capture tacit knowledge and build domain expertise.
- Capability to look at data with an analytical mindset, make meaningful inferences, and based on insights from the data, take corrective action.
- Have a process mindset in relooking at processes critically and reengineering them.
- Highly energetic, service-oriented management professional with proven competencies in learning new products and services, new markets, and new verticals and should have made a significant Service impact/transformation in the previous assignments.

Eligibility

- Should have experience in a people manager role at least for 4-5 years.
- Experience in managing targets, consistent growth, and addressing cost/effort leakage

📌 State Head _ Odisha (India)
🏢 Matrimony.com
📍 India