Job Description | At our company, we hold an uncompromising stance against mediocrity, committing ourselves to work that delivers audacious impact and is fueled by a pioneering spirit of continuous progress and innovation. This ambition is supported by leadership grounded in courage and clarity—ensuring alignment, accountability, and purpose in everything we do. Integrity shapes how we hire, recognize, and develop talent, with a focus on potential, ambition, and long-term growth. Together, we operate with collective strength, prioritizing meaningful results over unnecessary rituals and navigating challenges with unity and resolve. Above all, we remain steadfast and resilient, never losing sight of our commitments and continuously pushing forward through complexity with determination and purpose to create a better life for all. - Lead end-to-end complaint governance to ensure effective resolution, SLA compliance and consistent customer experience across all complaint channels.
- Analyze complaint trends, customer feedback and operational data to identify systemic issues, recommend structural improvements and drive complaint reduction initiatives.
- Partner with Business, Technology, Digital, Network, Product, Commercial and Customer Service teams to eliminate customer pain points and improve customer journeys.
- Drive customer experience transformation initiatives through process redesign, automation, AI and digital enablement to improve customer convenience and operational efficiency.
- Lead cross-functional projects from ideation to implementation, ensuring timely delivery and measurable business outcomes.
- Develop executive dashboards, reports and performance insights to support strategic decision-making and monitor complaint KPIs.
- Coordinate customer recovery and communication during major incidents, ensuring customer impact is minimized through timely stakeholder engagement and service restoration.
- Identify opportunities to strengthen self-service adoption, digital channels and system capabilities based on customer feedback and complaint analytics.
- Establish governance forums to monitor action plans, track progress and ensure accountability for complaint reduction initiatives.
- Act as the voice of the customer by advocating customer needs, influencing business decisions and embedding customer-centric thinking across the organization.
- Mentor team members, foster collaboration and promote a culture of continuous improvement, innovation and operational excellence.
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Academic Qualification | Bachelor / University degree in Business or any other relevant discipline from a reputed university MBA or relevant L&D / Customer Experience certification will be an added advantage Professional certifications in Customer Experience (CCXP), Project Management (PMP/Prince2), Agile, Lean Six Sigma, Design Thinking, Business Analysis or Digital Transformation will be preferred.
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Job Experience Required | 3-5 years of professional experience in Customer Experience, Complaint Management, Customer Service, Digital Transformation, Process Excellence, Service Design or Customer Operations, with at least 2 years in a managerial or project leadership role. Proven experience in leading cross-functional initiatives to improve customer experience through process redesign, automation and technology enablement. Strong track record of translating customer feedback, complaint insights and operational data into measurable business improvements. Experience in customer journey optimization, service recovery, complaint governance and customer-centric process improvement. Hands-on experience in driving digital self-service adoption, AI-enabled customer service, workflow automation or system capability enhancement will be highly preferred. Experience in Telecom, Digital Services, FinTech or other customer-centric industries is preferred.
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Required Capabilities | Strong analytical and problem-solving skills with the ability to transform customer feedback, complaints and operational data into actionable business improvements. Proven ability to lead cross-functional initiatives, influence stakeholders and drive customer-centric transformation without direct authority. Sound understanding of customer experience, complaint governance, service recovery, customer journey optimization and process improvement methodologies. Knowledge of digital technologies, AI, automation, CRM platforms and self-service ecosystems to enhance customer experience and operational efficiency. Strong project management, communication, and presentation skills with the ability to manage multiple priorities and effectively engage senior stakeholders. Customer-obsessed mindset with a passion for innovation, continuous improvement and delivering exceptional customer experiences.
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