Manager - Customer Service

Job description

Job Description Job TitleManager, Customer HourLocationGurugram-90CDepartmentOperations: Customer ServiceFunctionOperationsReporting toCVP - OperationsBand5JOB SUMMARY: Drive and institutionalize a structured Voice-of-Customer (VoC) program through the Customer Hour initiative, enabling direct leadership engagement with detractor customers. The role will be responsible for translating customer conversations into actionable insights, identifying systemic gaps, and ensuring end-to-end resolution of customer issues. This position will play a critical role in embedding customer obsession across leadership layers, improving key experience metrics such as NPS, retention, and service quality, and strengthening feedback-to-action loops across the organization. KEY RESPONSIBILITIES Program Design Execution Design, execute, and scale the Customer Hour initiative for EMC and SLT leadership Plan and execute monthly Customer Hour sessions, ensuring consistency, quality, and scalability Facilitate on-ground leadership customer connects as part of on-going field initiatives Drive structured adoption across business functions and channels Leadership Enablement Enable leaders with curated list of detractor customers per session (channel/function-wise) in coordination with DSR team Prepare comprehensive customer case history (policy details, history, complaint summary) and structured conversation guides with probing points and expected outcomes Ensure each leader completes minimum 4 customer interactions per quarter and drive adoption across leaders and functions Action Planning Insight Aggregation Establish a central repository for all customer issues identified during Customer Hour Conduct deep-dive analysis of customer feedback (qualitative + quantitative) Identify root causes across process, system and communication gaps Translate findings into actionable problem statements for leadership decisions Issue Resolution Governance Own end-to-end lifecycle ofof all customer issues raised, ensure timely closure (within TAT), track SLA breached and escalate delays Partner with cross-functional teams to drive implementation Dashboarding Reporting Build and manage leadership dashboards for Customer Hour participation, Issues identified vs. closed, Structural vs. tactical problems and any other parameters tracked in Utkarsh. Measures of Success Number of Customer Hour sessions conducted Leadership participation rate (% EMC/SLT coverage) Number of customer interactions completed per leader Volume of issues identified (structural tactical) % issues closed within TAT / SLA adherence Reduction in repeat complaints / detractor base Improvement in NPS / Customer Obsession Index (COI) Key Relationships (Internal /External) Internal: EMC / SLT leaders (primary stakeholders) Distribution, Operations, and Customer Service teams, IT, and Business Excellence teams Analytics / BIIG teams for dashboarding and data support External: Customers (particularly detractors and critical cases) Third-party vendors (if involved in customer outreach or data support) Key competencies/skills required Strong analytical and problem-solving ability (RCA, pattern detection) High attention to detail customer empathy Excellent stakeholder management and influencing ability Strong program management and execution orientation Expertise in dashboarding tools Capability to manage ambiguity and cross-functional dependencies Experience in complaint handling or service excellence frameworks