Chatbot Development Manager
4 weeks ago
This role is responsible for managing and driving the strategy for our chatbot systems, with a key focus on creating and enhancing end to end customer journeys, enabling sales automation, supporting self-onboarding, and optimizing collections. This role will involve collaborating with cross-functional teams, understanding customer pain points, and ensuring that our chatbot systems are aligned with business objectives. The role demands a blend of business acumen, customer-centric thinking, and a deep understanding of chatbot solutions that can be applied in the context of a financial services company.
Key Responsibilities:
a) Chatbot Strategy & Management:Develop and manage the end-to-end chatbot strategy for customer onboarding and sales, customer service, and collections across platforms such as WhatsApp, website, and our Saathi mobile App.Drive chatbot improvements, focusing on business outcomes such as enhanced customer experience, increased conversion rates, and efficient collections.Define the roadmap for chatbot enhancements in collaboration with business, product, and tech teams.
b) Customer Experience & onboarding journey Optimization:Design and optimize Customer Experience journeys for various use cases including query resolution, loan related details and provide related documents through bots.Offer right product in right time to existing customers based on Analytical recommendations.Implement chatbots for self-onboarding processes, ensuring a seamless and user-friendly experience for new customers.Build and refine sales journey bots, aiming to improve lead conversion, upsell opportunities, and cross-sell products effectively.
c) Collection Automation:Work on automating collections through chatbot solutions, ensuring timely and customer-friendly interactions for debt recovery and payment reminders.Collaborate with collections teams to define the bot’s role in enhancing recovery rates while maintaining positive customer relationships.
d) Collaboration & Stakeholder Management:Collaborate with Business, Marketing, Customer Experience, Bot external Partner, and IT teams to align chatbot objectives with broader company goals and ensure proper implementation.Regularly engage with stakeholders to understand business needs and translate them into chatbot functionalities.Monitor and track the performance of chatbots, gathering insights to refine and enhance their capabilities.
e) Continuous Improvement & Reporting:Analyze bot performance metrics and customer feedback to identify opportunities for improvement.Drive the creation of reports and dashboards that reflect the success of chatbot initiatives and suggest actionable improvements.
f) Compliance & Data Security:Ensure that chatbot interactions comply with industry regulations, including data privacy and security standards.Oversee the secure handling of customer data and ensure compliance with RBI regulations.
Job Requirements:6+ years of experience in chatbot development and management, specifically in a business-facing role (need to have back-end technical understanding). Preferably building bots for
Digital Marketing
and
Service
Management .Proven track record of designing and managing customer-facing chatbot solutions, particularly in customer service, sales, self-onboarding, and collections.Prior experience in a customer experience or marketing role, with a deep understanding of customer journeys and business-driven results.Experience working within the financial services, Banks or NBFC sector is highly preferred.
Skills:Strong technical understanding to develop and manage conversational bot.In-depth understanding of customer needs/expectations and how they can be translated into chatbot solutions.Ability to work cross-functionally with teams from marketing, product, IT, and customer Experience.Analytical mindset with the ability to measure the effectiveness of chatbot solutions and apply data-driven improvements.Knowledge of conversational AI, Natural Language Processing (NLP), and chatbot platformsExcellent communication and stakeholder management skills.Understanding of Customer Experience, Digital Marketing, or related domains are a plus.
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