About the role
Assistant Manager (GEST_IST_IO_ASM)
1. Lifecycle Calling Operations
Own and monitor lifecycle calling programs across international markets.
Track and improve lifecycle funnel performance through structured calling interventions.
Ensure operational effectiveness and adherence to defined calling processes.
Coordinate with on-ground teams to improve lifecycle engagement and conversion.
2. Customer Care Process Improvements
Redesign and optimize international Customer Care SOPs to align with local regulatory,
operational, and product requirements.
Develop structured processes for key operational areas such as:
Partner payouts
Business models
Customer/partner invoicing
Standardize workflows across countries while accommodating local differences.
Improve Customer Care metrics, including:
Reducing Average Handling Time (AHT)
Improving L1/L2 support flows
Increasing resolution efficiency
3. Operations Reporting & Dashboarding
Build leadership dashboards to provide operational visibility across international markets.
Track and analyze lifecycle funnel metrics.
Monitor Customer Care performance indicators and identify improvement opportunities.
Consolidate reporting across countries and cities.
Provide daily and weekly operational updates to leadership.