Assistant Manager ( Projects, Customer Happiness)

Role Objective

The Assistant Manager Projects will be responsible for supporting and driving key Customer Happiness initiatives related to automation, AI adoption, process improvement, service efficiency, customer experience, and operational governance. The role will involve project tracking, stakeholder coordination, MIS reporting, performance monitoring, and ensuring timely execution of agreed action items.

Key Responsibilities

• Project Management & Governance

Track ongoing and upcoming projects across Customer Happiness.

Maintain project plans, action trackers, timelines, owners, and status updates.

Coordinate periodic project reviews with internal and cross-functional stakeholders.

Highlight delays, risks, dependencies, and support timely closure.

• Automation & Process Improvement

Support initiatives related to AI, RPA, self-service, workflow automation, and digital adoption.

Track adoption, utilization, and performance impact of automation projects.

Identify process gaps and work with teams to improve efficiency and customer experience.

• MIS, Reporting & Dashboarding

Prepare daily, weekly, monthly, and leadership-level project updates.

Track project KPIs such as adoption rate, AHT/APT reduction, repeat reduction, reopen reduction, productivity improvement, and cost impact.

Coordinate with Analytics/MIS teams for data availability, dashboard fixes, and reporting accuracy.

• Stakeholder Management

Work closely with Operations, Quality, Tech, Analytics, Product, Training, and Business teams.

Follow up on pending action items and ensure timely execution.

Prepare structured updates for senior leadership reviews.

• RCA & Performance Analysis

Analyze project performance, process gaps, and customer journey issues.

Support RCA for misses, delays, low adoption, quality gaps, repeat contacts, reopen cases, and customer escalations.

Recommend actionable improvements based on data trends.

• Documentation & SOP Management

Maintain project documentation, SOPs, process notes, and change logs.

Ensure project-related updates are documented and communicated to relevant teams.

Support rollout of new processes and adoption plans.

Required Skills

Strong project management and coordination skills.

Good understanding of customer service operations and process improvement.

Strong analytical and problem-solving ability.

Hands-on experience with MIS, dashboards, Excel, PowerPoint, and reporting.

Ability to work with cross-functional teams.

Strong written and verbal communication skills.

Good follow-up discipline and ownership mindset.

Preferred Experience

• 4 to 6 years of experience in customer service operations, projects, process excellence, quality, analytics, or transformation roles.
• Experience in insurance, fintech, BPO, contact center, or service operations will be preferred.
• Exposure to automation, AI, digital self-service, workflow tools, or process improvement initiatives will be an added advantage.

Key Success Metrics

• Timely completion of project milestones.
• Accuracy and timeliness of project reporting.
• Improvement in adoption of automation or digital initiatives.
• Reduction in operational inefficiencies such as repeat contacts, reopens, AHT/APT, or manual effort.
• Closure of action items within agreed timelines.
• Quality of stakeholder coordination and leadership updates.