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.