Role Name:

Associate Manager Projects – Customer Happiness

Grade Applicable:

G2B, G2C

Reporting To:

Manager, Senior Manager

Experience:

5-7 years

Position Description:

As a Team Manager – Customer Happiness, you will lead and manage customer service operations, ensuring smooth workflow, compliance, and high-quality service delivery. The role involves team leadership, performance monitoring, process improvement, and strategic support to achieve business objectives.

• Role Objective

The Assistant Manager – Projects will be responsible for supporting and driving key Customer Happiness initiatives related to automation, AI adoption, process improvement, service efficiency, customer experience, and operational governance. The role will involve project tracking, stakeholder coordination, MIS reporting, performance monitoring, and ensuring timely execution of agreed action items.

• Key Responsibilities

oProject Management & Governance

• Track ongoing and upcoming projects across Customer Happiness.
• Maintain project plans, action trackers, timelines, owners,



and status updates.
• Coordinate periodic project reviews with internal and cross-functional stakeholders.
• Highlight delays, risks, dependencies, and support timely closure.

oAutomation & Process Improvement

• Support initiatives related to AI, RPA, self-service, workflow automation, and digital adoption.
• Track adoption, utilization, and performance impact of automation projects.
• Identify process gaps and work with teams to improve efficiency and customer experience.

oMIS, Reporting & Dashboarding

• Prepare daily, weekly, monthly, and leadership-level project updates.
• Track project KPIs such as adoption rate, AHT/APT reduction, repeat reduction, reopen reduction, productivity improvement, and cost impact.
• Coordinate with Analytics/MIS teams for data availability, dashboard fixes, and reporting accuracy.

oStakeholder Management

• Work closely with Operations, Quality, Tech, Analytics, Prod

📌 Associate Manager (Nashik)
🏢 Digit Insurance
📍 Nashik