JD : Executive - Relationship Management

Relationship Management (RM) & Candidate Experience

1. End-to-End Candidate Journey Management

- Manage and monitor the candidate experience from onboarding with MB through international client joining and initial settlement abroad.
- Act as a key point of contact for candidates throughout their journey, ensuring timely communication and support.
- Ensure candidates receive clear, accurate, and consistent information at every stage of the process.
- Identify potential experience gaps and escalate them proactively to the Senior Manager.

2. Candidate Experience & Feedback Monitoring

- Support the execution of monthly NPS surveys and candidate feedback initiatives.
- Track candidate feedback, identify recurring concerns, and coordinate corrective actions with relevant teams.
- Monitor candidate experience metrics and highlight areas requiring improvement.
- Support initiatives aimed at improving NPS, Google reviews, and overall candidate satisfaction.

3. Candidate Engagement & Referral Generation

- Drive regular candidate engagement through calls, WhatsApp, email, and other communication channels.
- Build solid relationships with candidates to improve engagement, trust, and retention.
- Support weekly referral generation targets and ensure timely follow-up on referral opportunities.
- Maintain consistent engagement with candidates during key milestones of their journey.

4. Compliance & Process Adherence

- Monitor adherence to defined candidate documentation, communication, and process requirements.
- Conduct regular checks to ensure RM activities are completed within defined timelines and SOPs.




- Maintain accurate records and reporting of candidate interactions and process activities.
- Identify process deviations and escalate them to the Senior Manager for corrective action.

5. Candidate Engagement Team Supervision

- Supervise the day-to-day activities of the Candidate Engagement/RM team.
- Allocate and monitor tasks to ensure timely resolution of candidate queries and follow-ups.
- Track individual and team KPIs and provide regular feedback to team members.
- Support team members in handling complex candidate situations and process-related challenges.
- Ensure all candidate interactions are professional, empathetic, and consistent.

6. Escalation & Issue Resolution

- Handle first-level candidate escalations and ensure timely resolution.
- Coordinate with Training, KAM, Placement, QC, Sales, and other internal teams wherever required to resolve candidate concerns.
- Escalate critical or unresolved issues to the Senior Manager with complete context and recommended action.
- Maintain proper documentation and closure of escalations.

7. Communication Excellence

- Ensure timely and accurate communication with candidates across email, calls, WhatsApp, and other support channels.
- Monitor the quality and consistency of team communications.




- Ensure all important candidate interactions are properly recorded and traceable.
- Identify communication gaps and recommend improvements to reduce misunderstandings and expectation-related issues.

8. Data & Performance Management

- Maintain and monitor key RM and candidate experience metrics.
- Prepare regular reports on candidate queries, escalations, NPS, referrals, response times, and other relevant KPIs.
- Analyze recurring candidate concerns and highlight trends to the Senior Manager.
- Use data and candidate feedback to identify opportunities for improving processes and communication.
- Ensure timely and accurate updating of relevant systems and dashboards.

9. Process Improvement & Technology Adoption

- Support the implementation of process improvement initiatives across the candidate journey.
- Identify opportunities to reduce manual work, improve turnaround times, and strengthen process controls.
- Ensure the team consistently adopts and follows defined technology-enabled processes.
- Support automation and system integration initiatives by identifying operational gaps and providing feedback from the ground.
- Ensure new processes and tools are implemented consistently across assigned accounts/programs.

10. Cross-Functional Coordination

- Work closely with KAM, QC, Training, Sales, Placement, CAF, and other teams to ensure a seamless candidate journey.
- Coordinate timely resolution of cross-functional dependencies affecting candidates.
- Maintain clear ownership and follow-up on pending candidate-related actions.
- Support the Senior Manager in implementing candidate experience initiatives across the organization.

📌 Executive - Relationship Management (Noida)
🏢 TGM SERVICES
📍 Noida