Manager - Customer Service & Settlements

Location : Mohali 

City : Mohali 

State : Punjab (IN-PB) 

Country : India (IN) 

Requisition Number : 41233 

Job Description Business Title Manager - Sales Operations Global Job Title Mgr I Customer Services Global Function Business Services Global Department Customer Services (DEP_BBS2) Organizational Level 7 Reporting to SR. MANAGER/AGM - Customer Service & Sales Support Size of team reporting in and type 7 to 10      Role Purpose Statement Position will be responsible for service delivery management and transformation of Customer Service & Sales Support function from BBS MOH; individual will be leading a team engaged in service delivery of Customer Service & Sales Support, Controls adherence and period end closing & reporting for different regions within BEMEA/BAS/BNA.
Identify improvement / automation opportunities within existing process and drive improvement initiatives towards digitalization of Customer Service & Sales Support function.
An ideal candidate is a proactive, deadline driven task manager with an eye for process improvement. You are motivated by making an impact on your workplace and thrive on recognizing a challenge, implementing a solution, monitoring success and continuously thinking outside the box to optimize new or existing processes.
Passionate about helping clients succeed and committed to delivering exceptional customer service.
Empathetic, patient, and understanding when dealing with clients facing financial challenges.       Main Accountabilities . Operational Leadership and Team Management:
a. Oversee the end-to-end Customer Service & sales order process, ensuring accurate, timely, and efficient order entry, processing, and fulfilment.
b. Collaborate with the sales, logistics, and finance teams to ensure alignment on order priorities, timelines, and product availability.
c. Monitor order volumes, identify bottlenecks, and implement corrective actions to improve order cycle times.
d. Develop and enforce standard operating procedures (SOPs) for the Customer Service & Sale management process.
e. Ensure service delivery excellence across global teams, meeting or exceeding client KPIs and SLAs.
f. Manage budgets and optimize resource allocation for efficiency and cost-effectiveness.
g. Own the strategy for managing customer claims, ensuring quick resolution and maintaining high customer satisfaction levels.
h. Lead cross-functional teams to address claims issues that may require investigation or coordination with multiple departments.
i. Develop and implement policies to streamline the claims resolution process, reducing the frequency and impact of claims.
2. Customer Support & Guidance Oversight:
a. Monitor team performance to ensure that customer issues, concerns, and questions are resolved promptly and professionally.
b. Act as an escalation point for complex customer issues that require higher-level intervention or strategic problem-solving.
c. Ensure that the team is offering expert financial guidance and consistent communication to clients throughout their participation in the program.

3. Strategic Account Management:
a. Ensure the team is addressing high-value clients and at-risk cases with the appropriate attention and action plans.
b. Develop and implement strategies for customer retention, minimizing churn, and maximizing the likelihood of successful program completion.
c. Collaborate on improving customer satisfaction and service offerings by identifying opportunities for cross-functional initiatives and improvements.
d. Lead process optimization initiatives across Customer Service & Sale functions to improve operational efficiency and customer experience.
e. Drive automation, AI and technology adoption within the order management and claims processes to enhance scalability, reduce manual errors, streamline workflows and improve client outcomes.
f. Design and execute change management strategies to ensure smooth transitions during transformations.
g. Engage with global teams and clients to foster collaboration, trust, and buy-in for transformation initiatives.
 Reporting & Performance Metrics:

a. Provide regular reports and dashboards on team performance, customer satisfaction, and program outcomes to senior leadership.
b. Analyze key customer success metrics to assess the health of the customer base, identify potential risks, and ensure the achievement of business goals.

5. Customer-Centric Approach:

a. Passionate about helping clients succeed and committed to delivering exceptional customer service.
b. Empathetic, patient, and understanding when dealing with clients facing financial challenges