Lead-Toll & Transit Operations-Service Ops
Published date: 2024/01/10
- Location: Mumbai, Maharashtra, India
Roles & Responsibilities:
• Lead from the front and manage team administration and deliverables competently
• Ensure that the team provides a comprehensive service to enquiring customers
• Coaching, Training and motivating staff to perform effectively
• Key Accounts Management for Priority Business Partners & Customers and Building sustainable relationships wherever necessary.
• Creation of Metrics for customer satisfaction goals and track for progress
• Develop policies and procedures balancing customer needs and supporting organisation goals
• Analyse statistics and other data to determine customer service levels
• Collaboration with multiple stakeholders for delivering of objectives.
• Drive digital and process improvement journeys to improve customer satisfaction and towards service excellence
• Effective management of audits and risks.
• Support in delivery of key initiatives in the Unit
• Excellent stakeholder management- external and internal.
• Ability to thrive in a fast paced environment, multi- task and effectively manage competing / changing priorities
• Confidence and competence while handling difficult situations
• Lead from the front and manage team administration and deliverables competently
• Ensure that the team provides a comprehensive service to enquiring customers
• Coaching, Training and motivating staff to perform effectively
• Key Accounts Management for Priority Business Partners & Customers and Building sustainable relationships wherever necessary.
• Creation of Metrics for customer satisfaction goals and track for progress
• Develop policies and procedures balancing customer needs and supporting organisation goals
• Analyse statistics and other data to determine customer service levels
• Collaboration with multiple stakeholders for delivering of objectives.
• Drive digital and process improvement journeys to improve customer satisfaction and towards service excellence
• Effective management of audits and risks.
• Support in delivery of key initiatives in the Unit
• Excellent stakeholder management- external and internal.
• Ability to thrive in a fast paced environment, multi- task and effectively manage competing / changing priorities
• Confidence and competence while handling difficult situations
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