DGM - CRM

JD of DGM - CRM - Mahindra LifeSpaces - Chennai

Service design and delivery:

- Service Design to ensure consistency across touch-points - At the Sales Office / premises, At Customer’s Home/ Office, on the phone / via email / SMS / any documentation

- Creating and administering SOPs / checklists for all touch-points, processes, and activities

- Tracking Customer Satisfaction and maintaining the high service quality standards - Consistency in experience backed up by constant monitoring and necessary enhancements

- Designing daily work flows for teams for both peak and non-peak load

Transactional Process:

- Management of collectibles from customers and ensuring achievement of collection targets

- Enabling processes that provide accurate documentation to customers for their transactions

- Co-ordination and Liaising with internal stakeholders to ensure resolution of queries & systemic issues

- Maintaining low complaint escalation and customer cancellation percentages

- Maintaining a high (90%-100%) level of revenue assurance from assigned projects

Business Process Re-engineering & IT systems:

- Contributing in scaling up and reengineering the operations of the customer care function to match the growing business need & consumer expectations

- Establishing streamlined processes that enable the same Targeted TAT and response times for all forms of communication to customers. Accuracy & effectiveness of documentation sent to customers

- Qualitative & quantitative assessment of revenue assurance and delinquency, number of cancellations and response times

- Design of optimum team structure with a view on specialization & operational efficiencies

- Competitive bench-marking for evaluating best practices, and their implementation

- Enabling operational efficiencies by the infusion and adoption of relevant, customized technology solutions, being fully responsible for CRM implementation for the first time

- Effective and efficient management of the commercial operations of the post-sale process in CRM – booking login, price validation, demand and receipts processes & legal documentation processes

- Managing the assembly line operations for the CRM data entry and dispatch processes of customer records and documents

- Design, implementation and refinement of e-demands, e-payments & e-receipts processes

Man management:

- Providing leadership to a team of customer care associates & executives

- Identifying and developing talent within the group for additional responsibility and growth

- Ensuring quality of customer interactions through monitoring of relevant metrics

- Ensuring high standards of service delivery & query resolution within specified TATs

- Acting as the customer's escalation point for business critical support issues

MIS & Financial Products:

- Ensuring adoption of standardized MIS procedures

- Centralized recording and analysis of booking trends across segments, feeding into management decisions on pricing and product

- Analytics for revenue enhancement & effective management of banking partnerships Optimal management of mortgage process of clients to ensure revenue maximization for organization

- Design of financial products with financial institutions, based on specific project requirements, to enable the home buying process

Training and Development:

- Identify training needs among team members to ensure all rounded development of individuals

- Succession planning and manpower planning based on number of customers added per month