Sr. Manager, Manager Service & Franchisee Operation

Brief Job Description: The Sr. Manager/Manager Service & Franchisee operations is responsible for overseeing and managing the customer service management, customer relationships management, KYC & franchisee operations team to ensure effective & smooth operations with achieving business goals. Key Responsibilities: Team Leadership: • Lead and mentor a team of customer service representatives, fostering a positive and high-performance culture. • Set clear performance matrix parameters, conduct regular performance reviews, and provide constructive feedback. Operational Excellence: • Oversee daily operations of the team. • Provide efficient solution of team’s query. • Monitor Key performance indicators of Team. • Identify opportunities for process improvement and implement strategies to streamline workflows. Customer support & experience: • Develop and implement strategies to enhance overall customer satisfaction. • Analyze customer feedback and data to identify trends, areas for improvement, and opportunities to exceed customer expectations. • Ensure the team is proficient in using customer service tools and systems (CRM system). • Collaborate with cross-functional teams to identify and implement process improvements that enhance the customer service experience. • Implement quality assurance programs to ensure consistent and high-quality customer interactions. • Execution of associate buyers engagement programs as per guidelines. KYC Management • Develop, update and ensure KYC policies and procedures in accordance with regulatory requirements. • Ensure that KYC processes are aligned with industry best practices and standards. • Oversee the customer onboarding process, ensuring thorough KYC checks are conducted. • Implement risk-based due diligence procedures for ongoing monitoring of customer relationships. • Evaluate and implement KYC technology solutions to enhance efficiency and accuracy. • Develop continues improvement approach for KYC team. Franchisee onboarding: • Overseeing and managing the operations of Franchisee management team. • Ensuring the compliance with FSPL brand standard. • Provide support in day to day activity of Franchisee management team. • Develop strategy to smoothly opening or closing of the Pick up center/Wonder world/Wonder world quick. • Strategy for training & onboarding of PUC/Wonder world/Wonder world quick. Training & Development: • Strategies the training and development opportunities for the customer service team to enhance their skills and knowledge. • Stay informed about industry best practices and implement relevant training programs. • Collaborate with internal stakeholders, including legal, risk management, and operations, to address KYCrelated issues and implement improvements. Reporting & MIS • Prepare real time analysis report and present to business head & Management. • Work on various reports of customer feedback, queries and relevant issues. • Develop the reports and MIS for visualize the department goals. Key Result Areas: • Sheet to be share Skills required: • Strong analytical and problem-solving abilities. • Excellent communication skills. • Ability to adapt to changing project priorities. • Team handling • Decision making Role & responsibilities