Manager HR at Matrimony.com Ltd
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Matrimony.com - Manager - Inside Sales (10-15 yrs)
As a leader responsible for Service Operations and Business Development in the state/region, you'll guide a team of Customer Relationship Managers and Relationship Managers. Your mission is clear: elevate our customer service, expand our customer base, and meet revenue targets.
What You'll Do :
- Service Excellence : Set and maintain high service standards to ensure customer satisfaction.
- Business Growth : Drive growth by acquiring, retaining, and upselling customers.
- Revenue Responsibility : Take charge of achieving revenue targets across multiple channels.
What We Need :
- Leadership Skills : Lead and inspire your team.
- Customer-Focused : Obsessed with delivering great customer experiences.
- Growth-Oriented : Ready to drive business growth.
- Achieve Sales Revenue Targets and Service Excellence
- Drive the attainment of sales revenue targets while maintaining exceptional service levels.
- Ensure Exceptional Service for Assisted and Elite Member
- Consistently deliver exceptional service to Assisted and Elite Members, cultivating customer delight.
- Effective Team Management
- Supervise and optimize a team of Relationship Managers, enhancing productivity through Customer Service Managers (CSMs).
- Process Initiative Adherence
- Ensure alignment with organizational process initiatives, ensuring adherence to established norms.
- Performance Monitoring and Improvement
- Periodically review team performance, track key metrics including individual performance, attrition, quality, talk time, and service levels.
- Motivation and Incentive
- Continuously inspire team members, driving them towards incentives and fostering retention of critical and high-performing Relationship Managers (RMs).
- Identify Training Needs and Develop Relevant Content
- Identify training requirements and collaborate with the training team to develop customized content tailored to the team's needs.
- Collaborate Across Sales Channels
- Work collaboratively with all sales channels to drive the Personalized Services business across various channels.
- Strong Analytical and Problem-Solving Skills.
- Excellent verbal, written communications skills & presentation skills.
- Ability to mutually build successful cross functional relationships.
- Excellent Leadership and People Skills
- Conceptual skills - Ability to think through and implement processes from a 'customer experience enhancement' point of view.
- High Degree of Customer Service Orientation (with a multi-cultural outlook), EQ and Empathy.
- Knowledge Management to capture tacit knowledge and build domain expertise.
- Capability to look at data with an analytical mindset, make meaningful inferences and based on insights from the data, take corrective action.
- Have a process mindset in relooking at processes critically and reengineer them.
- Highly energetic, service-oriented management professional with proven competencies in learning new products and services, new markets, new verticals and should have made a significant Service impact / transformation in the previous assignments.