Assistant Manager ( Projects, Customer Happiness)

TalentRouters Private Limited; Bengaluru; On-site; INR 800,000 - 1,100,000; Full time

Job summary

TalentRouters Private Limited is seeking an Assistant Manager Projects to drive Customer Happiness initiatives in automation, AI adoption, and process improvements. You will manage project plans, coordinate cross-functional reviews, and ensure timely action item closures.

The role focuses on tracking performance metrics, MIS reporting, and data-driven improvements to enhance customer experience and service efficiency.

Qualifications

• 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.

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.
• Automation & Process Improvement: Support AI, RPA, self-service, workflow automation, and digital adoption; track adoption, utilization, and performance impact.
• MIS, Reporting & Dashboarding: Prepare daily, weekly, monthly, and leadership updates; track KPIs such as adoption rate, AHT/APT reduction, repeat reduction, reopen reduction, productivity and cost impact.
• Stakeholder Management: Work with Operations, Quality, Tech, Analytics, Product, Training, and Business teams; follow up on action items and prepare updates for senior leadership.
• 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.
• Documentation & SOP Management: Maintain project documentation, SOPs, change logs, and rollout plans.

Skills

Project management

Stakeholder coordination

Analytical thinking

MIS reporting

Dashboarding

Written & verbal communication

Ownership mindset

Tools

Excel

PowerPoint

Job description

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.