Role & responsibilities The Manager Customer Advocacy owns end-to-end performance of an assigned escalation vertical or channel (for example, CEO & Board complaints, Social Media & Online Reputation, or a defined regional cluster). The role sets standards and protocols for that vertical, manages a team of Managers and their pods, acts as the second-level escalation authority above the Manager layer, and drives root cause analysis, governance, and cross-functional resolution for the vertical.

Customer Care Strategy & Experience

- Own end-to-end performance (SLA, FTR, CSAT) of the assigned escalation vertical or channel across all pods reporting into it.
- Define and continuously refine escalation protocols, quality standards, and delegation-of-authority limits for the vertical.
- Act as the second-level escalation post contact center and approval authority for high-risk, VIP, media, or government-related cases within the vertical, above the Manager layer.
- Own the response strategy for sensitive or reputationally significant cases before they are referred to the DGM.

Executive Escalation & Reputation Management

- Coach and Manage teams (Internal/ External) to eliminate repeat errors through continuous error identification and root cause elimination
- Own capability building and career development planning for the Manager layer within the vertical.
- Build and maintain a talent pipeline and succession plan for the vertical (1:2 ratio) in partnership with HR.

Governance, Compliance & Continuous Improvement

- Conduct root cause analysis for recurring or systemic issues surfaced within the vertical and design corrective/preventive action plans.
- Lead governance reviews with relevant business functions specific to the vertical's escalation drivers.
- Maintain audit-ready documentation, compliance evidence, and regulatory alignment for the vertical.
- Identify automation, AI,



and self-service opportunities specific to the vertical and drive implementation of approved improvements.

Leadership & Stakeholder Management

- Act as the primary point of contact for cross-functional stakeholders (Legal, Communications, Regional Ops, etc.) on matters relating to the vertical.
- Consolidate vertical-level MIS, VOC insights, and trend analysis and submit to the DGM on the defined reporting cadence.
- Represent the vertical in desk-wide governance and leadership forums as required.

Team Management & Succession Planning

- Contribute to the desk's strategic roadmap, AI/automation, and service transformation agenda in partnership with the Head.
- Own desk-wide consolidation of Voice of Customer (VOC) insights and present trends and recommendations to the Head.
- Drive standardization of processes, tools, and quality frameworks across all verticals of the desk.

Sustainability

- Oversee corporate governance within the assigned region, ensuring alignment with organisational principles, policies, and regulations.
- Promote judicious use of natural resources and adhere to the organisation's setting, health, and safety policies, objectives, and guidelines.
- Drive the organisation's sustainability initiatives, working towards achieving established targets.

Anti Bribery Management Systems (ABMS)

- Follow the ABMS roles and responsibilities details as prescribed on the ABMS manual.

a. Understanding of ethical standards and the importance of integrity in business practices. b. Ability to identify and evaluate risks related to bribery in various business contexts. For more detailed explanation, follow the ABMS manual.

Additional Responsibilities (Special Projects)

- Reporting manager to add any special project(s) being managed by the team member.

Education

- Graduate/Postgraduate or Global Equivalent Degree in a related field.

Experience

- 5-10 years of work experience in Travel / Hospitality industry, with the last 3 years in a senior management position.

📌 Manager Customer Advocacy (Mumbai)
🏢 VFS Global
📍 Mumbai