MT - ITC (Collections)

Job Description

Comms Executive, in Customer Development. In this position, The Customer Development Comm Exec Role will be an integral support who will manage Business processes, tools & update systems, data governance and reporting that Customer Account Managers can easily understand and use. This role will help liberate Customer Account Managers to spend more time on Grow the business activities. Responsibilities Establish strong collaborative relationship with Clients, Sales team and Customers Interact with internal stakeholders, Customer Managers, CCD Team, Sales Team, Category etc. Proactive and Self-motivated to follow up or chase with multiple teams for pending information Create, update, cancel Promotions on TPM tool Evaluate and Update Customer system/portals with activity plans and promotions Reconciliation and resolve promo mis-match issues between TPM and Retailer portals Validate required details as per guidelines to create or amend a Promo Send request to CAM (Customer Account Manager) to provide the updated details Update the Promo plan into tracker Regular query resolution and proactive communication/escalation Create Promo nomination form & confirm back to CAM Ensure that the promotions are finalized on tool before promo launch date Input the data into TPM to create/modify/cancel a promo Validate and Update Promo plan into tracker Maintain daily work tracker, review and update SOP, update FMEA Manage exceptions and follow guardrails Maintain positive VOC from stakeholders Create and prepare regular timely Reports, provide analytics Achieve KPIs / SLAs contractually agreed Deliver Operational Excellence Framework Manage and lead calls with clients Be proactive and ensure operations is run smoothly Own, create, update, and maintain Standard Operation Procedures (SOP) and Knowledge Management tools Ensure reporting both for client and Genpact management for Operations review- Regular and timely reporting Identify problems/issues in day to day Operations and resolve them proactively Highlight and escalate any issues that need attention Coordinate and resolve issues with excellent customer service Deliver quality customer service by researching and responding to all internal stakeholder s inquiries quickly, effectively, and professionally. Ensure positive customer VOC from stakeholdersQualifications we seek in you Minimum qualifications Any Graduate / preferably B. Com Flexibility to work in any shift MIS and/or reporting experience Fair understanding of upstream and downstream of process in Trade Promotions: Trade Claims, Dispatch rate, Demand/supply planning, Logistics, Supply chain, overall understanding of Trade Pay and Deductions Fluent in English. Proficient oral and written communication skills. Experience in Microsoft suite including Outlook, Power Point and MS Teams; advanced Excel skills Strong analytical mindset, problem solving, organization skills, and attention to detail Smart problem solver generate good ideas and practical solutions Strong team player, Dependable Able to manage their workload and ensure completion of tasks even if a stretch is required Ability to prioritize tasks and Multitask when required Preferred qualifications Exposure to consumer goods industry Exposure to technologies like Trade Promotions Management tool, Trade Promotions Optimizer, Forecasting tools, SAP etc. Proficient Visio skills and process mapping experience (Preferable) Certification in Trade Promotions Management is an added advantage Transitions Experience- Must have transitioned 1 or more process successfully Proficient Visio skills and process mapping experience (Preferable),

Keyskills :
supply chainadvanced excelconsumer goodscustomer focusproblem solvingdata governanceprocess mappingcustomer servicequery resolutiontrade promotions