Executive - Relationship Management

Tgm Services; Dadri; On-site; INR 600,000 - 900,000; Full time

Job summary

Tgm Services is seeking an Executive - Relationship Management to oversee end-to-end candidate journey management for international client onboarding and settlement. The role emphasizes proactive candidate communication, experience monitoring, and cross-functional coordination.

You will drive engagement, manage feedback initiatives, and supervise the Candidate Engagement/RM team to ensure professional, empathetic interactions and timely resolutions.

Qualifications

• Experience in end-to-end candidate journey management.
• Ability to monitor candidate experience metrics and drive improvements.
• Strong communication and escalation handling across teams.

Responsibilities

• Manage end-to-end candidate journey from onboarding to settlement.
• Act as primary contact for candidates ensuring timely, clear communication.
• Monitor NPS, candidate feedback and coordinate corrective actions.
• Drive candidate engagement through various channels (calls, WhatsApp, email).
• Supervise RM team, allocate tasks, and track KPIs.
• Escalate issues to Senior Manager with context and actions.

Skills

Relationship Management

Candidate Experience

Stakeholder Management

Job description

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 elevate 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 elevate 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.