We have opening for Deputy National Lead
- Change Leaders
- 3 to 4 Yrs
- Pune
- 12 months ago
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Job Description
Duties and Responsibilities - 1. Planning Speak to business stakeholders to understand their AOP new products processes etc. Discuss specific customer experience problems and pain points. Share insights from NPS surveys. Identify projects for driving improvement in customer experience productivity and cost reduction. 2. NPS and customer feedback Align with the business on NPS questions and set up the NPS survey. Work with vendor to send NPS survey to customers. Run the annual NPS and also do NPS surveys at various touch points for the customer. Analyse NPS survey results and get insights. Go back to respective business teams for clarifications. Come up with recommendations and actions. Discuss and drive with business. Identify any new initiatives and channels of communication to address larger issues around customer experience. Conduct periodic reviews with SLA Managers on SLA adherence. Understand and assess issues in processes. Address and resolve escalated issues. Work on conflict resolution between internal teams and partner teams to drive effective operations. Identify areas for driving process efficiency and productivity of partner teams and drive changes. Drive implementation of any special customer service improvement or cost reduction projects with partner teams. Conduct detailed performance review of partner teams. Evaluate and propose changes. Escalate major areas of concern. Where required support the creation of RFPs to partners for adding new businesses/ processes. Specify RFP requirements such as detailed areas of work locations profile of talent etc. 3. Digital channels Manage all digital channels from a customer experience perspective. Review if adequate information is available and how easy/ intuitive it is it for customers to access. Analyze customer feedback to identify areas for improvement. Create and update content for digital channels. Work with IT team to create a build and do testing. Ensure that all features of previous versions of digital channels are included in new version. Conduct testing of reworked digital channels for user experience. Provide inputs and implement changes based on user experience. Identify special projects and initiatives to drive the success of digital channels. Work on enhancing and promoting the channels. Partner with the with Operations teams to push customers towards these channels through automated messages and manual nudges. Plan and execute projects for introducing and enhancing new channels like alerts through missed call use of bots etc. Programs manage these projects and collaborate with stakeholders across Business and IT to drive design and implementation. Translate data into customer behavioral insights to drive service targeting segmentation and communication clearly. Analyze performance of digital properties & take necessary action to improvise the journey for the customer. Chat module management & journey creation* Duties and Responsibilities - 4. Processes and new capabilities Create service framework for new products. Work with IT Service & Marketing teams to integrate information about new products across the various customer channels. Conduct experimentation and drive special projects to improve customer experience and outreach. Eg: Key information & updates as popups to customers on sign into various digital channels vernacularizing all communication to customers introducing branch self-service kiosks etc. Look for new opportunities and capabilities to enhance customer experience. Identify evaluate and engage with external partners for solutions. Administratively manage the CRM system to ensure that routing is happening properly. Identify and drive projects to address issues and enhance CRM. Provide support on customer experience projects for the assisted customer experience teams. 5. Team management and coaching Participate in selection process to identify the right talent for positions within the team Determine individual training needs and development plans to build expertise and enhance skills in the team Set objectives conduct reviews and close appraisal processes for the team as per timelines
* Major Challenges - The understanding of what this role does and its scope varies across different leaders. A lot of things keep coming as requirements. This distracts attention and focus from core priorities. It also often leads to lack of satisfaction with depth of work.
* Key Decisions / Dimensions - Significantly high level of autonomy in deciding the right actions/ way forward on specific initiatives unless there are budgetary implications Closing the most appropriate flow/journeys for businesses which is perfect from customer point of view feasible from Tech point of view and fitting into project timelines to cover chat aspects Prioritization between modules ensuring good business mix which brings revenues and are feasible in terms of developer bandwidth availability Prioritization of change request ensuring no impact on project timelines also meeting business expectations Go-No Go decision basis module readiness judged through test cases report published by QA team feedback in CUG etc. , * a) Qualifications Minimum Qualification: MBA, project management certification is preferred b) Work Experience Minimum 15 years of work experience Have worked on the various projects which includes digital channels, chat models, User journey designing ensuring seamless customer experience is created. 3-4 years of experience in quality/ business excellence/ process improvement with focus on customer service 3-4 years of experience in Banking/ NBFC domain Understanding of digital channels
Employement Category:
Employement Type: Full timeIndustry: Banking / Financial Services
Role Category: General / Other Software
Functional Area: Not Applicable
Role/Responsibilies: We have opening for Deputy National Lead
Contact Details:
Company: Bajaj Finserv LendingLocation(s): Pune
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Keyskills: test cases cost reduction training needs team management customer service selection process project management process efficiency performance review
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