Manager- Ops (Escalation) (Nodal and Appellate)

Job Description

Role Name: CS Ops Team Member - Nodal & Appellate Organization Context Position Title: Manager- Ops (Escalation) (Nodal and Appellate) Function: Commercial Location: Gurugram Reports to: CS Ops Team In-charge - Nodal & Appellate Job Purpose Play a crucial role in supporting the efficient handling of escalated customer complaints and appeals Key Accountabilities Functional Activities Analyze customer complaint data, identifying trends, patterns, and root causes of escalated issues. Utilize analytical tools and techniques to extract meaningful insights from large datasets and support decision-making processes. Monitor key performance indicators (KPIs) related to nodal and appellate services, including resolution times, customer satisfaction scores, and compliance metrics. Track the progress of escalated cases through the resolution process, ensuring adherence to regulatory timelines and standards. Prepare regular reports and dashboards to communicate operational performance, trends, and areas for improvement to the CS Ops Team In-charge and other stakeholders. Provide actionable insights and recommendations based on data analysis to enhance complaint resolution processes and customer experience. Identify opportunities to streamline and optimize nodal and appellate processes, collaborating with the CS Ops Team In-charge and relevant stakeholders to implement improvements. Participate in cross-functional projects and initiatives aimed at enhancing customer satisfaction and operational efficiency within the Customer Happiness department. Assist in conducting quality assurance reviews and audits of nodal and appellate operations to ensure compliance with regulatory requirements and quality standards. Recommend corrective actions and process enhancements to address gaps and improve overall service quality. Maintain accurate records and documentation of customer complaints, appeals, and resolution outcomes in compliance with nodal and appellate regulations. Ensure data privacy and confidentiality of customer information in accordance with company policies and regulatory guidelines. Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR. Skills Required for the role Problem Solving abilities Strategic Outlook Strong Interpersonal Skills Coordination & Planning Skills Customer Centricity Stakeholder Management Key Interfaces Internal Interfaces Customer Service Team Collaborate closely with frontline customer service representatives to address customer complaints and escalate unresolved issues to the nodal and appellate team External Interfaces Regulatory Authorities Communicate with external regulatory bodies and authorities to report on nodal and appellate activities, address compliance requirements, and provide updates on complaint resolution processes Educational and Experience Requirements Minimum Education Requirement Bachelor's degree in Business Administration, Customer Service, or related field Minimum Requirement Desired Experience 2+ years of experience in data analysis, preferably in a customer service or operations environment Knowledge of customer service operations, complaint handling processes, and regulatory compliance is a plus Understanding of aviation industry practices and customer service standards is advantageous