Manager - Service Excellence - BFSI
Published date: 2024/01/10
- Location: Pune, Maharashtra, India
Work across Business functions to define the most effective partner experience and satisfaction framework
• Define the overall partner strategy and value proposition for India
• Leverage best in class industry practices to continually enhance the experience excellence framework, including digital enhancements wherever possible
• Define and monitor partner Governance across Businesses including touchpoints at Strategic/Operational levels
• Monitor and track partner escalations, maintain an issues log to track partner experience trends and report anomalies proactively
• Conduct partner visits to maximise partner engagement and strengthen partner relationships
• Own Service Portfolio Management along with the respective functional leads
• Strive to derive Business insights to support decision making for Leadership team
• Work with multiple tools/platforms/ dashboards for execution of partner satisfaction surveys and feedbacks
• Identify actions and monitor and report progress of the same based on the inputs gathered from partner surveys
• Key performance indicators for this role include effective partner experience excellence framework execution, achieving data governance and process standardization, improvements/ enhancements achieved
• Define the overall partner strategy and value proposition for India
• Leverage best in class industry practices to continually enhance the experience excellence framework, including digital enhancements wherever possible
• Define and monitor partner Governance across Businesses including touchpoints at Strategic/Operational levels
• Monitor and track partner escalations, maintain an issues log to track partner experience trends and report anomalies proactively
• Conduct partner visits to maximise partner engagement and strengthen partner relationships
• Own Service Portfolio Management along with the respective functional leads
• Strive to derive Business insights to support decision making for Leadership team
• Work with multiple tools/platforms/ dashboards for execution of partner satisfaction surveys and feedbacks
• Identify actions and monitor and report progress of the same based on the inputs gathered from partner surveys
• Key performance indicators for this role include effective partner experience excellence framework execution, achieving data governance and process standardization, improvements/ enhancements achieved
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