Manager - MIS Reporting and Process Management - Housing - CRM - Mumbai - Lodha (I-Think Techno Camp

Job Purpose

• To drive customer service excellence through reporting, analytics, and performance insights.

 

Responsibilities

Core Responsibilities

o Own and manage the end-to-end reporting for the Customer Service team, ensuring accuracy, timely, and insightful performance reporting.

o Drive continuous improvement through advanced analytics SLA reporting at TCHFL level, Overall NPS Management, Detractor analysis, and data-driven insights to enhance customer experience and operational effectiveness

o Prepare and deliver executive and board-level reports, presenting key trends, insights, risks, and performance highlights. 

o Design, develop, and maintain operational dashboards, scorecards, and KPI trackers to monitor service performance and business outcomes. 

o Lead Data Lake dashboard automation initiatives to improve reporting efficiency, data accuracy, scalability, and reduce manual effort. 

o Partner with cross-functional teams to define reporting requirements, ensure data governance, and support strategic decision-making.

Customer communication repository management.

 

Job Qualifications

Graduate : Yes Masters/Postgraduate:  Yes