Lead a team responsible for managing and governing customer email communications to ensure adherence to company policies, regulatory requirements, and service standards.
Overseeing the quality, compliance, and efficiency of email correspondence, as well as driving continuous improvement in email governance processes.
Ensure creation of standard / non-standard responses for various customer service executives for handling all e-mails in line with the company’s operational vision and objectives
Key Accountabilities
Strategic Activities
Identify opportunities to streamline and optimize email governance processes to enhance efficiency and effectiveness.
Implement automation tools and technologies to improve workflow management, email tracking, and reporting capabilities.
Drive initiatives to standardize email templates, responses, and workflows to improve consistency and productivity.
Contact Centre
Lead, mentor, and develop a team of customer email governance specialists, providing guidance, coaching, and performance feedback.
Establish clear objectives and performance metrics for the team, ensuring alignment with departmental goals and organizational objectives.
Foster a culture of accountability, collaboration, and continuous improvement within the team.
Conduct regular audits and reviews of customer email communications to assess compliance with governance standards and identify areas for improvement.
Provide feedback and coaching to team members to improve the quality, clarity, and effectiveness of email communications.
Collaborate with cross-functional teams, including customer service, legal, and compliance, to address issues and implement corrective actions.
Develop and deliver training programs for team members on email governance policies, procedures, and tools.
Keep team members informed about changes in regulations, policies, or industry best practices related to email governance.
Provide ongoing support and resources to empower team members to excel in their roles and contribute to the team's success.
Team Management & Coordination
Lead, mentor, and develop a team of customer email governance specialists, providing guidance, coaching, and performance feedback.
Establish clear objectives and performance metrics for the team, ensuring alignment with departmental goals and organizational objectives.
Foster a culture of accountability, collaboration, and continuous improvement within the team.
Skills Required for the role
Strong Interpersonal skills
Service excellence
Team building skills
Stakeholder Management
Customer centricity
Coordination skills
Key Performance Indicators
Email Handling Efficiency
Email Accuracy Rate
Email Quality Assurance Rate
E-mail Response Time and Adherence to SLAs (Service Level Agreements)
Email Automation
Key Interfaces
Internal Interfaces
CX Teams
Coordinate with various CX teams for the development of operational strategies at the contact centre
Commercial
Coordinate with Commercial teams on all sales related items
Operations, Flight Dispatch, IOCC
Relay of information of flight delays, changes to schedule, irregular operations, etc. to be gathered from Flight Dispatchers
Cross Functional teams with Customer touchpoints
Provide feedback to the IFS & Cabin Crew sub-functions (Cabin Crew Management, Food & Beverages, In-flight Services) on customer complaints relating to respective work-area
Educational and Experience Requirements
Minimum Education requirements
Graduate /Masters/MBA/PGDM/PGP/PG degree, preferably in Operations
Experience
Minimum
Desired
8+ years of Proven experience in email management, governance, or a related field
10+ years of experience customer services especially in E-mail handling / management
Strong understanding of email marketing principles, email deliverability, and best practices for customer communications.
Exposure to airline/hospitality industry is an advantage