Role & responsibilities

1. PROJECT ONBOARDING & INITIALISATION

- Complete project filing and client welcome formalities within T+1 day.
- Coordinate allocation of Project Managers and Implementers with the concerned internal teams.
- Organise and conduct Project Handover Meetings between Sales, Operations, Project Managers and Implementers.
- Send Opening Meeting communication, Project Manager introduction and Escalation Matrix to clients.
- Coordinate initial project visits and communication with clients.
- Ensure Gap Analysis Reports are communicated to clients and necessary acknowledgements/documentation are completed.

2. PROJECT MANAGEMENT & RESOURCE COORDINATION

- Plan manpower availability against active Projects and AMC assignments to ensure optimum resource utilisation.
- Prepare weekly visit schedules based on project requirements and client priorities.
- Coordinate daily with Project Managers, Implementers and clients regarding project visits and deliverables.
- Track Daily Work Done Reports, Project Checklists and Project Manager reports.
- Prepare and maintain Project Dashboards for Management review.
- Ensure Project Dashboards and service updates are communicated to clients within defined timelines.
- Coordinate outstation travel and logistics for Project Managers, Implementers and Audit Teams.
- Proactively identify delays, bottlenecks and dependencies and escalate them before they impact project timelines.

3. AUDIT PLANNING & PROJECT COMPLETION

- Monitor project completion levels and initiate Audit Requisition at the appropriate stage.
- Coordinate finalisation of Certification Bodies / Audit Bodies with Management and clients.
- Coordinate Certification Body application forms, quotations, approvals and commercial acceptance.




- Ensure Certification Body documentation and quotations are completed within defined TAT.
- Coordinate audit dates between the Client, Certification Body and internal Project Team.
- Coordinate auditor travel, accommodation and other logistics wherever required.
- Ensure smooth execution of client audits and obtain post audit feedback.
- Coordinate Audit Reports, Corrective Action Plans (CAPR) and Non Conformity closure.
- Work with Project Managers and Implementers to target closure of NCs within 10 days.
- Follow up with Certification Bodies until CAPR acceptance, certification or final project closure.
- Coordinate final project payments and completion formalities.

4. CUSTOMER EXPERIENCE & ESCALATION MANAGEMENT

- Act as a central point of coordination for assigned clients throughout the project lifecycle.
- Handle client calls, queries, requests and escalations with professionalism, maturity and urgency.
- Maintain a strong service philosophy based on Under Promise and Over Deliver.
- Record every client query, complaint, suggestion, issue and request in the central Issue Register in real time.
- Drive issue resolution with the concerned departments and maintain a minimum 95% Resolved Status in the Issue Register.
- Escalate critical or ageing issues to Senior Management proactively.
- Ensure structured client feedback is collected at defined stages of every project.




- Build strong professional relationships with clients and continuously improve their experience with Progressive.

5. DATA, MIS & MANAGEMENT REPORTING

- Maintain accurate and updated Project MIS at all times.
- Ensure Daily Work Done Analysis and Project Manager reports are updated and submitted to Management.
- Maintain Visit wise Checklists and Project Completion Trackers.
- Maintain and monitor the Service Tracker.
- Maintain the AMC Tracker.
- Maintain the Audit Planning Tracker.
- Maintain the Weekly Visit Schedule.
- Prepare and circulate the Daily Audit MIS to Management.
- Ensure Management has real time visibility of project status, delays, issues, audit schedules and client escalations.

Preferred candidate profile

- Has 9 to 15 years of experience in Project Coordination, Customer Experience, Client Servicing, Operations or B2B Service Delivery.
- Is extremely solid in follow up, coordination and closure.
- Can simultaneously handle multiple corporate clients and projects.
- Has excellent written and verbal communication skills.
- Is comfortable interacting with senior corporate clients, auditors, consultants and Management.
- Has strong command over Excel, Google Sheets, MIS and reporting systems.
- Understands deadlines, TATs, escalation matrices and project trackers.
- Is capable of identifying a problem before it becomes a client escalation.
- Can work in a fast paced, target driven and process oriented environment.
- Has strong documentation and record management capabilities.
- Possesses excellent interpersonal skills with the ability to coordinate firmly but professionally across departments.
- Takes ownership rather than merely forwarding emails or passing information between departments.

📌 Customer Service Manager (Kolkata)
🏢 Progressive Innovators
📍 Kolkata