Job Title: Assistant Manager Job Location: New DelhiJob Purpose: To manage Encalm Welcome and Assist (Atithya) operations by effectively maintaining and building customer relations and delivering service par excellence.Key Elements of the Role:• Effective management of Welcome & Assist Services • Operations Management • Customer Experience Management • Stakeholder Management • MIS & Analytics • Team management Key Result Areas & Outcomes expected from the Role Ensure effective management of Atithya operations as per the laid down process • Team handling – Preparation of employee rosters, regular assessment of staff skills levels, provide necessary training and development to maintain desired service levels. • Drive customer retention, reduce churn, and increase customer satisfaction. • Map the customer journey and identify opportunities to proactively intervene on the client’s behalf • Ensure that all service requests are completed in a timely manner and at desired service levels. • Ensure allocation of available resources in a timely and cost-effective manner. • Generate and update MIS on Welcome & Assist services – requests, services levels etc. • Ensure implementation of a strong relationship management program with all stakeholders – airport(s), airline(s), Customer(s), Customs, CISF, Immigrations, BCAS etc. • Work seamlessly with internal teams and external partners (Corporates, Travel, Agents) to provide smooth service to customers at every touch point • Conduct regular quality audits and to ensure zero non-compliance of process • Initiate a process for gathering passenger feedback and ensure that feedback captured is processed with the aim of enhancement of existing service. • Improve customer service quality levels by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes in current process. • Management of facilities and services at Encalm Lounges as may be required from time to time. • Meets customer service financial objectives by forecasting requirements, preparing budget, scheduling expenditures, analyzing variances, and initiating corrective actions.Educational Qualification :• Any graduate with an MBA from institute of repute recognized by UGC/AICTE. • Experience Essential: 6 – 8 years of experience in the field of operations in service industry. • Desired: Experience of working in airports or hospitality industry.
Job Title
Assistant Manager