Manager - Customer Excellence

Exp: 14 to 20 years from Shared service industry OR Consulting

As a Customer Excellence Manager you will work with the Operations teams in ensuring that the function delivers exceptional experience to its customers. The customer excellence manager will be a part of the functional leadership team and help integrate across partner excellence, insights and performance, transformation and automation and functional operational excellence. Ultimately, your goal is to cultivate long-term customer loyalty by consistently delivering value and exceeding expectations. Your performance will be measured against process performance as well as improved customer satisfaction.

Key Accountabilities:

- Integrating all projects and programs that impact the function you are supporting and be a voice into the function and the voice of the function in other forums

- Joint Ownership of ensuring closed looping on all actions from partner forums and creation of data and insights for the engagement forums

- Monitoring business performance and working with the functional leadership and functional open to drive continual improvement.

- Support the function in service recovery plans and roadmap to recover on missed metrics

- Developing a strategic partnership roadmap aligned with company goals and strategize ways to grow current customer relationships.

- Support the functional leader in monitoring and meeting the performance contract for the function

- Be the single source of data and inputs for the function into all strategic reports and dashboards, working together with the function and under the guidance of the functional leader.

- Translate all data and insight requirements of the function into formal demand to help the relevant teams complete these Hold all teams supporting the function to account on their results.