GM- Commercial CCC

As a leader of Commercial CCC, this role holder has to both operational and strategic responsibilities . At an operational level, CCC leader has to e nsure that every day transactions are responded to customers' satisfaction (250,000 interactions an year) Ensure every transaction is completed within the SLAs agreed with the businesses and customers' expectations . Have a complete understanding of commercial policy and ensure 100% compliance to the policy during Order Management process. Ensure every escalation is handled carefully and closed and also analyze the reasons behind the escalations to ensure they don't recur. Use process simplification and digitization, automation etc. to achieve efficiency year on year and also improve customer SLAs (viz. chatbots / RPAs / other automations etc.) Increase the contribution to revenue generation YoY through Leads management activities . Ensure 100% compliance all the time in maintaining master data for Greater India zone (commercial, GSC). At a tactical and strategic level, the CCC leader has to c reate a roadmap for Commercial CCC (Customer support) of the future (some elements: omnichannel, 24*7 availability, quicker and accurate resolution) and take measures to implement it . Create a Commercial CCC that is nimble enough to adapt to changing business requirements while constantly enhancing the customer satisfaction.