Executive - Relationship Management

JD : Executive - Relationship Management

Relationship Management (RM) & Candidate Experience

1. End-to-End Candidate Journey Management

• Manage and monitor the candidate experience from onboarding with MB through international client joining and initial settlement abroad.
• Act as a key point of contact for candidates throughout their journey, ensuring timely communication and support.
• Ensure candidates receive clear, accurate, and consistent information at every stage of the process.
• Identify potential experience gaps and escalate them proactively to the Senior Manager.

2. Candidate Experience & Feedback Monitoring

• Support the execution of monthly NPS surveys and candidate feedback initiatives.
• Track candidate feedback, identify recurring concerns, and coordinate corrective actions with relevant teams.
• Monitor candidate experience metrics and highlight areas requiring improvement.
• Support initiatives aimed at improving NPS, Google reviews, and overall candidate satisfaction.

3. Candidate Engagement & Referral Generation

• Drive regular candidate engagement through calls, WhatsApp, email, and other communication channels.
• Build strong relationships with candidates to improve engagement, trust, and retention.
• Support weekly referral generation targets and ensure timely follow-up on referral opportunities.
• Maintain consistent engagement with candidates during key milestones of their journey.

4. Compliance & Process Adherence

• Monitor adherence to defined candidate documentation, communication, and process requirements.
• Conduct regular checks to ensure RM activities are completed within defined timelines and SOPs.
• Maintain accurate records and reporting of candidate interactions and process activities.
• Identify process deviations and escalate them to the Senior Manager for corrective action.

5. Candidate Engagement Team Supervision

• Supervise the day-to-day activities of the Candidate Engagement/RM team.
• Allocate and monitor tasks to ensure timely resolution of candidate queries and follow-ups.
• Track individual and team KPIs and provide regular feedback to team members.
• Support team members in handling complex candidate situations and process-related challenges.
• Ensure all candidate interactions are professional, empathetic, and consistent.

6. Escalation & Issue Resolution

• Handle first-level candidate escalations and ensure timely resolution.
• Coordinate with Training, KAM, Placement, QC, Sales, and other internal teams wherever required to resolve candidate concerns.
• Escalate critical or unresolved issues to the Senior Manager with complete context and recommended action.
• Maintain proper documentation and closure of escalations.

7. Communication Excellence

• Ensure timely and accurate communication with candidates across email, calls, WhatsApp, and other support channels.
• Monitor the quality and consistency of team communications.
• Ensure all important candidate interactions are properly recorded and traceable.
• Identify communication gaps and recommend improvements to reduce misunderstandings and expectation-related issues.

8. Data & Performance Management

• Maintain and monitor key RM and candidate experience metrics.
• Prepare regular reports on candidate queries, escalations, NPS, referrals, response times, and other relevant KPIs.
• Analyze recurring candidate concerns and highlight trends to the Senior Manager.
• Use data and candidate feedback to identify opportunities for improving processes and communication.
• Ensure timely and accurate updating of relevant systems and dashboards.

9. Process Improvement & Technology Adoption

• Support the implementation of process improvement initiatives across the candidate journey.
• Identify opportunities to reduce manual work, improve turnaround times, and strengthen process controls.
• Ensure the team consistently adopts and follows defined technology-enabled processes.
• Support automation and system integration initiatives by identifying operational gaps and providing feedback from the ground.
• Ensure new processes and tools are implemented consistently across assigned accounts/programs.

10. Cross-Functional Coordination

• Work closely with KAM, QC, Training, Sales, Placement, CAF, and other teams to ensure a seamless candidate journey.
• Coordinate timely resolution of cross-functional dependencies affecting candidates.
• Maintain clear ownership and follow-up on pending candidate-related actions.
• Support the Senior Manager in implementing candidate experience initiatives across the organization.