Senior Manager - Email

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What We'll Bring:
About Us
We are one of India's leading credit information company with one of the largest collections of consumer information. We aim to be more than just a credit reporting agency. We are a sophisticated, global risk information provider striving to use information for good.
We take immense pride in playing a pivotal role in catalyzing the BFSI industry in the country. We got here by tapping into our excitement and passion of wanting to make a difference in the lives of our clients and consumers.
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• Lead the Email Support function at L1 Touchpoints
• Manage the BPO vendor/partner and work closely to meet SL's, CSAT and Quality targets set for the process.

• Manage the outsourcing partnership with the BPO vendor for the email process, ensuring alignment with company standards, goals, and contractual obligations.
• Develop and maintain comprehensive service level agreements (SLAs) with the BPO vendor, defining performance metrics, response times, and quality standards for email support.
• Collaborate with the BPO vendor to establish and refine standard operating procedures (SOPs) for handling email inquiries, encompassing workflow processes, tone guidelines, and escalation protocols.
• Conduct regular audits and quality assessments of the BPO vendor's email support operations, monitoring adherence to SLAs, accuracy, and customer satisfaction levels.
• Provide ongoing training, coaching, and support to the BPO vendor's email agents, focusing on product knowledge, communication skills, and adherence to brand voice and guidelines.
• Serve as the primary point of contact for escalations and issue resolution related to the BPO vendor's email services, facilitating communication between internal stakeholders and the vendor's management team.
• Analyze performance data and metrics for the BPO vendor's email process, identifying trends, root causes of issues, and opportunities for process improvement and optimization.
• Foster a collaborative and productive relationship with the BPO vendor, conducting regular meetings, performance reviews, and strategic planning sessions to drive continuous improvement and innovation.
• Manage the financial aspects of the outsourcing relationship, including budgeting, forecasting, and cost analysis, to ensure cost-effectiveness and value for the company.
• Utilize observation techniques, software tools, and data analysis to track and document the time spent on each step of the email handling process, from initial receipt to resolution or escalation.
• Identify bottlenecks, redundancies, and areas of inefficiency in the email process through the time and motion study, proposing and implementing solutions to improve productivity and service quality.
• Collaborate with team members and stakeholders to gather feedback and insights on process improvements identified through the time and motion study, fostering a culture of continuous improvement.
• Review regulatory requirements and reporting deadlines for email support operations, ensuring compliance with applicable laws, regulations, and industry standards.
• Establish procedures and controls for collecting, validating, and aggregating data required for regulatory reporting purposes, maintaining accuracy, completeness, and timeliness of submissions.
• Maintain documentation and records of regulatory reporting activities, including data sources, calculations, and supporting documentation, for audit and compliance purposes.
• Stay informed about industry trends, best practices, and technological advancements in email support outsourcing, leveraging insights to enhance the performance and competitiveness of the vendor relationship. Conduct time and motion studies periodically to analyze the efficiency and effectiveness of email handling processes, identifying opportunities for streamlining workflows and reducing handling times.

• Qualification: Master's degree in business administration/ Analytics/ Product Management or a related field
• Minimum 12+ years of relevant experience
• Executive presence and assertiveness.
• Self-starter, ability to work independently, handle ambiguous situations and exercise judgement in variety of situations.
• Strong communication, organizational, verbal & written skills.
• High degree of responsibility and ownership, strong multitasking, coordination and tenaciously looking for ways to get results.