DG - Manager - Customer Care

Job Description

Manager, customer Care The Manager CUSTOMER CARE Operations is a strategic role is within the Hi-tech and Manufacturing. This role will need proven client facing skills combined with excellent analytical skills in an Industry domain. The candidate will be leading multi-client engagements of the CUSTOMER CARE operations and transformation across the verticals Responsibilities Preparing performance reports by collecting and analyzing data from the customer service functions Developing and maintaining standard operating procedures for common situations Working closely with senior management to help customer service deliver on their components of overall company goals and objectives Leading and supporting customer service teams through required changes Assisting with the design and rollout of new support channels and service offerings. Analyzing support workflows and making suggestions to improve efficiency and effectiveness Tracking and monitoring critical Customer Care KPIs like contact reduction, SLA performance, Time to resolve etc. Solve clients business problems through packaged solutions using the latest technologies from Digital, Cloud and Predictive/Prescriptive Analytics Partner with clients and participate / Lead in strategic programs including decisions support on Pricing, NPI, New Investments etc. Proactively identify & communicate risks and opportunities measurements Provide leadership on key initiatives and drive simplification efforts to facilitate and increase capacity for efficient customer service Drive Functional Transformation programs for clients in the areas of Management Reporting, Advanced Analytics, Report Automation etc. Design innovative products & solutions to solve challenges that clients face in customer service area Successfully led cross-functional projects / process improvement within operations / finance function involving process improvements Be a Team player within the peer group of Analytics specialists (Data Scientists, AI / ML specialists etc.) and customer care SMEs (Analysts, Business Partners, Storytellers) and deploy outstanding Analytics products and solutions for clients Identify requirements from existing clients and/or new opportunities, collaborate closely with cross functional teams and drive growth in Analytics and TransformationQualifications we seek in you Minimum qualifications Charted Account /Cost Account/MBA or Master s in finance Deep CUSTOMER CARE and multi-industry experience like Manufacturing, Retail and Pharmaceutical and worked on Management Reporting, CUSTOMER CARE, Commercial / Pricing, Working capital Analytics Demand Management includes statistical forecasting, revenue planning, collaborative planning Exposure and familiarity with basic customer service KPI reporting framework preferable Experience in managing large CUSTOMER CARE organization on service delivery with strong leadership skills Experience maintaining strategic relationships with business partners, suppliers or customers Should have experience in Connected planning in Anaplan in areas of Sales forecasting, Cash flow Forecasting, Workforce planning, etc. Experience in adaptive insights through planning process across functions Finance, Supply chain, etc. Exposure to Large Data change management projects, experience in managing programs involving source Data Engineering with ability to understand simple to intermediate data flow and landscape Experience in managing large data set wrangling, cleansing, enabling for down stream systems through ETL tools Alteryx, Talend, KNIME, SFDC etc. Preferred qualifications Solid understanding of Oracle, SAP, or other planning/ERP systems Experience in use of analytical tools like SAS/SPSS as well as visualization tools like Tableau, QlikView/Qliksense etc. Understanding of Project life cycle, planning stages and PMO documentation / collaterals,

Keyskills :
project life cyclecash flow forecastingstandard operating procedurescontinuous improvement facilitationcash flowdata flowetl toolslife cyclesupply chain