Chief Manager - Email Service Delivery

Job Description

Key Responsibilities

Strategic Planning and Execution

• Drive the customer experience through management of non-voice contact center and implement iterations in the standard responses provided to executives in line with changing customer dynamics, demands and expectations.
• Continuously identify and implement process improvements, cost-saving measures, and service enhancements to elevate operational performance.
• Lead cross-functional collaboration with teams including quality assurance to address recurring grievances and enhance process efficiency.
• Ensure full compliance with regulatory guidelines and maintain meticulous records of all grievance handling activities.
• Implement quality control measures to ensure adherence to grievance management protocols and maintain the highest standard of service delivery.
• Regularly report to senior management on grievance trends, team performance, and key metrics, providing actionable insights for continuous improvement.