Customer Care Hub Manager

Cathay Customer Contact Centers are poised for a significant transformation as we accelerate our agenda to become one of the world s greatest service brand . With significant investment being made on technology, innovation, people and organisational development, we are now looking for a seasoned professional to join us as the Customer Care Hub Manager in Mumbai.

The role holder is expected to be a well-recognised leader in the Contact Center industry with the exposure of having managed progressively complex and senior roles in Contact Centers. The job holder is expected to be adept at developing and articulating the strategic outlook for the channel while maintaining focus on execution. The role holder will directly manage over two hundred front office and middle office colleagues and provide entity management to functional teams like Channel Experience.

Leadership & Operational Management

Manage the Customer Contact and operations of the CCD BOM Hub in a 24x7 environment. Lead employees to meet operational performance metrics, service and quality standards, and revenue targets. Continuously monitor performance and efficiency through data analysis, trend reviews, and feedback to ensure customer service and quality standards are met. Engage the team to drive sales opportunities during customer contact and ensure optimal resourcing for departmental objectives, including roster management. Maintain open communication with team members to drive engagement and awareness of changes and promotions. Contribute to strategic planning for the CCD and implement agreed changes. Build and maintain strong cross-departmental relationships locally, regionally, and globally. Ensure revenue, service, operational, and budget KPIs are met by aligning team members with CCD sales and service level targets.

Process Improvement and Efficiency

Drive continuous improvement to enhance productivity and quality. Maintain and improve operations and service delivery through initiatives like LEAN. Identify and resolve issues, recommend changes to Corporate Standard Operating Procedures, and ensure recommendations are well thought out, analyzed, and validated. Plan and execute change management strategies for adopting new technologies, online interaction, and customer support.

Analysis

Partner with the Marketing and Sales team to achieve aligned commercial goals. Lead analysis of team results, customer feedback, and data discussions with Marketing and Sales. Collate and analyze information from direct customers, share with the Customer Support team in Hongkong, and take actions accordingly.

Relationships and Stakeholder Management

Build and maintain strong relationships with key customers.

People Development and Performance Management

Lead, support, and encourage the team to achieve success. Build a strong and motivated team to foster positive team spirit and facilitate teamwork. Demonstrate leadership and lead by example in accordance with Cathay Pacific s core values. Develop employees with high potential and identify learning opportunities to ensure appropriate training and development programs are in place. Maintain active dialogue regarding employee goals and performance. Enhance the employee experience in line with the role level and brand promise. Conduct performance appraisals of Customer Sales Supervisors, including goal setting, performance development plans, and reviews. Take ownership of the individual development of direct reports and guide best practices for leading their teams to success. Support the People Manager in designing and conducting internal development programs, including succession planning, ensuring alignment with Head Office direction.

Industry Knowledge

Stay current with the latest trends in the contact center and aviation industries. Keep abreast of changing customer demand based on industry insights and analysis of compliments and complaints. Maintain comprehensive awareness of the latest Cathay product, service, and ancillary revenue strategies.

Disruption Management

Manage and react effectively to Irregular Operations (disruptions), Accident & Emergency, and contingency situations, meeting corporate directives and customers needs. Coordinate with and act upon directives from the Management team to address irregularities and disruptions in a timely and effective manner

*CCD - Customer Care Department

Academic Qualifications

• Graduation in any discipline is a must

Knowledge, skills, training and experience

• Minimum 15 years of experience in Contact Centers with progressive senior management exposure
• High proficiency in written and spoken English
• Excellent interpersonal and communication skills
• Excellent leadership skills
• Excellent influencing, strong negotiation and problem-solving skills
• Excellent customer service orientation
• A change catalyst and commit to continuous improvement
• Six Sigma Black / Green Belt certification (Highly Desirable)