Senior Manager
ShootMEE
Total years of experience :17 years, 10 Months
• Create and maintain a formal account plan and define strategy for revenue growth Track progress and prepare monthly and quarterly reports for review.
• Identify opportunities and explore ways to onboard new clients.
• Accountable for the achievement of the department's assigned targets from the Managed Business and Upselling.
• Working closely with New Business Team ensuring flow of healthy Revenue and Margins.
• Communicate with clients and delivery teams to understand their needs and make it happen.
• Build relationships with clients based on trust and respect.
• Collaborate with internal team's capabilities to facilitate client requirements.
• Handling high level escalations within defined TAT routed through various Brands while leading a team 20 advisors including support staff.
• Assuring Client delight via conducting regular reviews and pro-active conversations.
• Generating accurate reports and status notifications to evaluate Client's satisfaction (NPS).
• Maintain healthy relationships with support staff and account managers for all key Brands in order to guarantee their smooth execution.
• Facilitate any billing and invoice payment issues between Client and the Company.
• Proactively flag any potential delays in invoicing and follow up with finance for any issues.
• Communicate and update all key stakeholders on plan, progress and next steps.
• Create and maintain a formal account plan and define strategy for revenue growth Track progress and prepare monthly and quarterly reports for review.
• Identify opportunities and explore ways to onboard new clients.
• Accountable for the achievement of the department's assigned targets from the Managed Business and Upselling.
• Working closely with New Business Team ensuring flow of healthy Revenue and Margins.
• Communicate with clients and delivery teams to understand their needs and make it happen.
• Build relationships with clients based on trust and respect.
• Collaborate with internal team's capabilities to facilitate client requirements.
• Handling high level escalations within defined TAT routed through various Brands while leading a team 40 advisors including support staff.
• Assuring Client delight via conducting regular reviews and pro-active conversations.
• Generating accurate reports and status notifications to evaluate Client's satisfaction (NPS).
• Maintain healthy relationships with support staff and account managers for all key Brands in order to guarantee their smooth execution.
• Facilitate any billing and invoice payment issues between Client and the Company.
• Proactively flag any potential delays in invoicing and follow up with finance for any issues.
• Communicate and update all key stakeholders on plan, progress and next steps.
• Understanding client's need and thereafter formulate and finalize the media strategy across the respective category in coordination with the buying team. Ensure its execution within the stipulated budgets and timelines.
• Leading a team of 10 members for managing operations at Service & Quality Department.
• Review the media proposal prepared by the buying team in terms of media mix, target audience, markets and operating levels.
• Finalize the media strategy for each initiative with the team and media agency to ensure efficacy of the media strategy and build brand awareness within the defined budget.
• Lead the execution of media plans across all categories and monitor their execution on a periodical basis.
• Provide regular status of the executed campaign to the Client and handle billing/vendor payout likewise.
• Hosted daily status calls and weekly ad hoc meetings with clients to promote client satisfaction and keep all parties abreast of changing environment.
• Maintained high level of understanding regarding industry trends, legislation, compliance and competitor activity.
• Reached out to accounts regularly to check on needs, understanding business operations and offer services.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Managing and organizing corporate and product based events, Product Launches, Conferences, Award nights, Exhibitions, Dealers Meet, Activations, Stall Fabrication & Retail Promotions.
• Planning for the proposed event, devising methods and logistics and formulating creative system.
• Take care of all the intricacies and behind the stage activities that go along with organizing any event.
• Leading a team of 10 members for managing operations at Service & Quality Department.
• Development, production and delivery of projects from proposal right up to delivery.
• Delivering events on time, within budget, that meet (and hopefully exceed) expectations.
• Setting, communicating and maintaining timelines and priorities on every project.
• Communicating, maintaining and developing client relationships.
• Managing supplier relationships.
• Managing operational and administrative functions to ensure specific projects are delivered efficiently.
• Providing leadership, motivation, direction and support to the team.
• Travelling to onsite inspections and project managing events.
• Being responsible for all project budgets from start to finish.
• Ensuring excellent customer service and quality delivery.
• Handling the Customer Complaints & Correspondence Unit PAN India.
• Handling complaint received through RBI (Reserve Bank Of India) PAN India.
• Handling complaints pertaining to CIBIL (Credit Information Bureau India Limited) PAN India.
• Handling CIBIL (Credit Information Bureau India Ltd.) related queries Pan India.
• Handling TRAI (Telecom Regulatory Authority Of India) complaints PAN India.
• Addressing customer complaints received at the GRO's (Grievance Redressal Officer's) Desk PAN India.
• Leading a team of 15 members for managing operations at Service & Quality Department.
• Implementing quality measures for improving customer service.
• Addressing customer complaints / queries received through email, letters, call center and fax regarding loan taken from CitiFinancial India.
• Conducting monthly analysis on count of the number & type of customer requests received.
• Take care of the records retrieved by the call center and associate authorizations to the requests.
• Coordinate with facilities regarding record requests.
• Inspect information from data processing to ensure quality.
• Ensure that all information left by facilities regarding record requests are handled appropriately and in a timely manner.
• Research contact information for medical and other facilities.
• Ensure that quality standards are upheld.
• Maintain a professional dialogue with facility personnel and co- workers.
• Other projects as assigned by a Team Lead or Exceptions Processing Manager.
• Trained the team on the process and coordinated with the clients overseas for any downloads.