Manager - MIS Reporting and Process Management - Housing - CRM - Mumbai - Lodha (I-Think Techno Campus) - B wing - JM

Job description

Job Purpose • To drive customer service excellence through reporting, analytics, and performance insights. Responsibilities Core Responsibilities o Own and manage the end-to-end reporting for the Customer Service team, ensuring accuracy, timely, and insightful performance reporting. o Drive continuous improvement through advanced analytics SLA reporting at TCHFL level, Overall NPS Management, Detractor analysis, and data-driven insights to enhance customer experience and operational effectiveness o Prepare and deliver executive and board-level reports, presenting key trends, insights, risks, and performance highlights.  o Design, develop, and maintain operational dashboards, scorecards, and KPI trackers to monitor service performance and business outcomes.  o Lead Data Lake dashboard automation initiatives to improve reporting efficiency, data accuracy, scalability, and reduce manual effort.  o Partner with cross-functional teams to define reporting requirements, ensure data governance, and support strategic decision-making. Customer communication repository management. Job Qualifications Graduate : Yes Masters/Postgraduate:  Yes