Manager- contact center value enrichment

4 weeks ago

Mumbai, India HDFC Bank Full time
Job Purpose Central Product team role responsible for the following key deliverables: · Ensure effective usage of the technology platform available at Virtual Care · Requirement gathering and definition aimed at efficiency enhancement for Virtual Care users.
· Assess need for enhancements and new requirements basis User and customer feedback.
· Reports requirements for analytics So that · the technology tools are effectively used for enhancing staff/ user experience thereby helping achieve higher Service and Productivity standards.
Job Responsibilities(JR) Actionable Contact Center Platform Usage · Basis interactions with Users, assess the utility and usage of all features provided on the Contact Center platform.
· Carry out on site reviews to assess efficiency of the current features.
· Study the end to end process and recommend steps to improve usage.
· Usage covers all aspects of contact center- voice and non-voice and all operations areas.
User Experience Assessment · Periodically review the internal process linked to the Contact Center platform and assess user experience.
· Assess effectiveness of platform features and offering which will form the basis of UI enhancements.
· Define and implement process modifications in order to bring in efficiency/ improve productivity.
· Review all journeys and process documents / guidelines on timely basis to ensure correct and updated information available with units at all times to service customers.
Create requirements · One point contact for line and Central team users at Virtual Care on platform requirements.
· Coverage to include new service desks and products.
· Basis user feedback and customer feedback create requirements that can be translated into contact center front-end requirements, · Requirements to cover service, cross-sell, training and quality, complaint management and other operations areas of Virtual Care.
· Review the internal information security guidelines for Virtual care in the context of Virtual Care.
· Ensure controls to align with the compliance guidelines.
Analytics · Timely release of platform usage reports detailing effective use of the features of the contact center platform.
· Analysis of data points which will be utilized by Users to identify improvement plans.
Track progress.
· Analysis to aid Senior Management in decision making.
Unit Visits · Unit visits covering interactions with staff-users to collect feedback on the tech platform, assess usage of current features and create requirements aimed at efficiency improvement.
Educational Qualifications Key Skills · Min Graduation · Banking Product & Process Knowledge · Team Management.
· Planning and Organizing Skills · Communication.
· Awareness of Banking regulations · Competition awareness · Influencing Skills · Innovative thinking · Technology Awareness · Planning and Organizing Skills Experience Required · Minimum experience in years – 8-10 yr · Exposure to banking preferable · Experience in call center / service industry.
· Awareness of Banking regulations Major Stakeholders(intra team and cross functional stakeholders, who would need to be interacted with for discharging duties) · Internal Unit staff; · Phone Banking & EMT Care Units and Central Team · Product representatives; · Product Heads · IT/ BSG Department for technology requirement discussions.
· Vendors / Telecom Service Providers · Business Head -Virtual Care

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