Operations & Innovation India – Customer Experience Manager MCVP Operations & Innovation MCVP oGIP Timeframe: March 1 2014 – May 31 2014 Hours: 15/ week Area Position Name Report to
The India Manager is expected to keep every single customer within India informed about all the processes, decisions and tools in order to make each one of their experiences way better. This Manager is the facilitator of the Firefighting Team to reach perfectly all our customers. Moreover, this manager is expected to create & lead the promoters strategy and detractors management strategy, create guides for each city and keep close to our EPs in India.
1 Clear communication with every customer. 2 Lead the promoters strategy. 3 Detractors Management.
4 Tracking on LC Quality Standards 5 Provide Information about processes in India 6 Physical Assistant to our Customers
1 Monthly Newsletters for EPs & Enablers 2 # Promoters 3 # Cases Closed
4 # Clear Communication Channels 5 # Guides Provided 6 # Impact Reports Showcased
Evidence of competencies required Competency Required Poor Evidence Social Responsibility Entrepreneurial Outlook
Global Mindset Emotional Intelligence Proactive Learning
Regular Evidence
Strong Evidence
Technical Competencies/Skills required
Basic
Average
Good
Excellent
Team Management Assertiveness
Training Skills Performance Management Listening Skills Decision Making Project Management Time Management Meeting Facilitation
Conflict Management
Listening
Reading
Speaking
Writing
Excellent
Excellent
Excellent
Excellent
Specific Knowledge Firefighting Guide - Colombia Indian LC Reality XPPs Customer Loyalty for Students
Approved by: Position:
Software Microsoft Office: (Word, PowerPoint, Excel, Access) NPS Customer Gauge Myaiesec.net
Juan Carlos Fayad MCVP Operations & Innovation
Publication Day: Febrruary 01 th, 2014
Occupation Day: March 1st, 2014