Job Title

What will you do?- Business Analysis & advising on key Omnichannel Marketing channels and initiatives. - Directly responsible for on-boarding new service offering in the Market and providing trainings. - End to End Project Management. - Liaison between the client and the execution team. - Excellent communication and collaboration skills. - Managing area operations for rendering and achieving quality services; monitoring high end problem resolution team on performance bottlenecks. - Conducting day to day analysis for operational metrics like SLA, CSAT, Utilization and report generation at process level. - Providing value added solution services by program reviews; monitoring the post service activities like follow up with the clients, service reminders and handling customer grievances for superior solution center experience. - Managing queue handling and day-to-day analysis for maintaining SL; monitoring day to day resolution closures and case aging to ensure timely resolution. - Framing work direction & plan for associates after assessment of their capabilities. - Preparing & presenting various weekly/monthly MIS reports pertaining to process/productivity. - Implementing systems, migrating systems to upgraded versions to achieve efficiency in various operation, spearheading process improvement initiatives. - Setting up targets, SOP & SLA, setting and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets.What will you need?- 5+ Years of Experience in Client Servicing role. - Knowledge and experience of digital eco system. - Knowhow on multichannel/Omnichannel campaigns. - Working knowledge of any marketing automation tool (SFMC preferable). - Efficiency in communication with the clients and internal teams on daily strategies, actions, roadblocks, project development, timelines, and results. - Efficiency in making data-driven decisions, analytical skills with strong attention to details. - Relationship building with the clients Work with leadership to explain and modify strategic plans.What do you get?- Insurance Benefit - Holistic Wellness Program - Global Footprint - Cab Facility