Job Title: Manager, Customer Hour

Location: Gurugram-90C

Department: Operations: Customer Service

Function: Operations

Reporting to: CVP - Operations

Band: 5

Job Summary

Drive and institutionalize a structured Voice-of-Customer (VoC) program through the Customer Hour initiative, enabling direct leadership engagement with detractor customers. The role will be responsible for translating customer conversations into actionable insights, identifying systemic gaps, and ensuring end-to-end resolution of customer issues.

This position will play a critical role in embedding customer obsession across leadership layers, improving key experience metrics such as NPS, retention, and service quality, and strengthening feedback-to-action loops across the organization.

Key Responsibilities

- Design, execute, and scale the Customer Hour initiative for EMC and SLT leadership
- Plan and execute monthly Customer Hour sessions, ensuring consistency, quality, and scalability
- Facilitate on-ground leadership customer connects as part of on-going field initiatives
- Drive structured adoption across business functions and channels
- Enable leaders with curated list of detractor customers per session (channel/function-wise) in coordination with DSR team
- Prepare comprehensive customer case history (policy details, history, complaint summary) and structured conversation guides with probing points and expected outcomes
- Ensure each leader completes minimum 4 customer interactions per quarter and drive adoption across leaders and functions
- Establish a central repository for all customer issues identified during Customer Hour
- Conduct deep-dive analysis of customer feedback (qualitative + quantitative)
- Identify root causes across process, system and communication gaps




- Translate findings into actionable problem statements for leadership decisions
- Own end-to-end lifecycle of all customer issues raised, ensure timely closure (within TAT), track SLA breached and escalate delays
- Partner with cross-functional teams to drive implementation
- Build and manage leadership dashboards for Customer Hour participation, Issues identified vs. closed, Structural vs. tactical problems and any other parameters tracked in Utkarsh.

Measures of Success
- Number of Customer Hour sessions conducted
- Leadership participation rate (% EMC/SLT coverage)
- Number of customer interactions completed per leader
- Volume of issues identified (structural tactical)
- % issues closed within TAT / SLA adherence
- Reduction in repeat complaints / detractor base
- Improvement in NPS / Customer Obsession Index (COI)

Key Relationships (Internal /External)

Internal :

- EMC / SLT leaders (primary stakeholders)
- Distribution, Operations, and Customer Service teams, IT, and Business Excellence teams
- Analytics / BIIG teams for dashboarding and data support

External :

- Customers (particularly detractors and critical cases)
- Third-party vendors (if involved in customer outreach or data support)

Key competencies/skills required
- Strong analytical and problem-solving ability (RCA, pattern detection)
- High attention to detail customer empathy
- Excellent stakeholder management and influencing ability
- Robust program management and execution orientation
- Expertise in dashboarding tools
- Capability to manage ambiguity and cross-functional dependencies
- Experience in complaint handling or service excellence frameworks

Disclaimer: This job posting & Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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