Branch Manager Operation - Mumbai, India - Mahindra Holidays & Resorts India Limited

Description

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Job Purpose –

Manage West Zone Branch MR operations team and ensure that they follow the process laid down with the primary focus on

• On Boarding of new members
• Member Interactions
• Sales Login
• MAF to be sent to vendor
• Heart to Heart initiatives
• Member retention
• Reduce xln inflow
• Train the team and Sales staff on key parameters
• Improve member CAPS and CES scores
• Improve HFRP leads and conversions
• Better communication skills
• Improve team morale
• Follow TMW practices across branches
• Encourage team to participate and submit Kaizens for continual improvements
• Handle escalations if the Team Member is not able to manage the member
• Reduce dormancy and increase the eligible base
• Ensure all members of west zone moves to website and mobile app
• Need to meet member face to face
• Establish connect with member who have not holidayed and get them holiday.
• Accompany team member for field visits

Job Specification:

Educational Qualification – Graduation with rich experience in customer services

Experience Required - 3 to 7 years of Experience

Knowledge and Skills required –

• Product and Process Knowledge
• Excellent knowledge on the CRM package
• Persuasive, Negotiating and Influencing Skills
• Patience and Good Listening Skills
• Proactive approach
• Excellent Interpersonal Skills
• Analytics
• Strong Conceptualization Skills
• Decision Making Skills
• Team Management
• People Management
• Excellent Communication Skills
• Good knowledge of Excel
• Field visit exposure required
• Member facing front .

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