Senior Manager - Lead - Complaints & Customer Recovery

Lauritz Knudsen Electrical and Automation is a pioneering electrical and automation brand with a rich legacy of over 70 years in India.

We offer comprehensive portfolio of low-voltage switchgear, medium-voltage switchgear, automation solutions, software, and services catering to diverse segments, including homes, agriculture, buildings, infrastructure, and industry.

JOB PURPOSE:

Drive Complaint Management and Customer recovery to ensure timely and effective resolution of Customer concerns.

Strengthen processes, governance and systems, with a focus on root-cause analysis, preventive actions and continuous improvement to enhance Customer experience.

QUALIFICATION & EXPERIENCE: B.E./B.TECH (MBA (Preferred))

EXPERIENCE: 5 - 8 years of experience in Customer Experience, Complaint Management or Customer service.

Experience in Complaint governance and Customer recovery.

Experience in CRM/Complaint Management platforms.

Manufacturing/B2B industry experience preferred

KEY RESPONSIBILITIES:

Complaint Process Excellence:


* Standardize and strengthen end-to-end Complaint Management process across businesses


* Define complaint lifecycle, TAT, escalation matrix and Governance process


* Define and establish Complaint Closure Quality Standards

Complaint Management System Transformation:


* Drive enhancement of the complaint Management System to enable effective Complaint registration, assignment, tracking ,escalation and closure


* Drive workflow automation, system-based escalations and dashboards in collaboration with Digital team


* Ensure effective adoption and utilization of the Complaint Management system across relevant functions

Complaints Operations & Customer Recovery:


* Lead the end-to-end resolution of Sales Complaints by co ordinating with Sales and relevant business functions to ensure timely investigation, resolution and closure within defined TATs.


* Own the end-to -end resolution of Senior Management Complaints, coordinating with the respective business functions to ensure timely resolution and closure.


* Govern Customer dissatisfaction cases generated through NSS, CSAT / VOC channels and ensuring resolution within defined TAT by aligning with relevant stakeholders


* Ensure the adherence of resolution Quality standards

Complaint Governance & Analytics:


* Monitor Complaint trends, ageing, critical escalations, senior Management escalations and TAT Compliance


* Establish and publish leadership dashboards for complaints governance through automated MIS/BI Tools Analyse Complaints trends, repeat complaints, Systemic issues across businesses


* Conduct Governance reviews and recommend corrective actions

Continuous Improvement:


* Drive RCA and CAPA implementation with respective business functions


* Identify Systemic & recurring issues and drive Preventive Actions to reduce complaints recurrence


* Measure effectiveness of improvement initiatives and recommend furth...