Job Title 

Assistant Manager – NPA 

Function 

Customer Service 

Reporting to 

Customer Services Head 

1. Purpose 

Support in driving and monitoring of Net Promoter Scores across the organization and ensure corrective action (if required) with relevant departments 

2. Key Responsibilities 

Responsibilities 

Operational 

• Responsible for Implementing the Net Promoter Approach (NPA) process for Blue Dart, with the aim of capturing the voice of the customer and gauging customer loyalty levels 
• Work closely with identified partners (touch point leads) for identification of customer issues by completing second calls in time that require to be addressed. 
• Work closely with the vendor and ensure that calling data is completed in time. 
• Continuously analyze Net Promoter Scores and develop initiatives to increase long lasting customer loyalty 
• Responsible for calculation and publication of Net Promoter Scores (NPS) for the organization 
• Track Net Promoter Scores and Work closely with relevant department to identify possible solutions and initiatives for addressing customer concerns and improving NPS  
• Responsible for regular reporting and inputs to the Senior Manager on NPA and customer loyalty levels for Blue Dart 
• Maintain and track trend reports. 
• Publish rolling 100% NPS winners each month. and coordinating with TP leads and marketing team for  recognition of the winners and Incentivize them as per the Co Policy  

3. Key Result Areas and Key Performance Indicators 

S.No 

Key Result Areas 

Key Performance Indicators 

1. 

Drive the NPS scores for the Organization 

• Calculating the NPS scores as per timelines  

• Ensure calculation and publication of NPS Scores as per timelines 

• Highlight problem areas and ensure their resolution within timelines 

2 

Ensure Performance Driven Culture 

• Adherence to Performance Management system timelines and guidelines 

3 

NPS reporting 

• Circulate NPS reports to the senior management as per timelines