TA Analyst-digital Initiatives

What is the Analyst - Digital Initiatives for Business Change group responsible for? 

This role requires the individual contributor to be the single point of contact for all digital queries / requests from distributors, investors and internal stakeholders . Ensure that digital issues if any are escalated as appropriate and defects are closed within agreed SLA. Execute digital Voice of Customer / Voice of Distributor activity for INT'L TA and publish relevant reports as applicable. Manage SMS services in terms of query management, vendor management as well as publishing relevant reports.

What are the ongoing responsibilities of a Analyst - Digital Initiatives?

Champion digital management
Manage day to day operational performance of our digital offerings and mobile messaging systems - be the single point of contact for queries related to digital
Take ownership of issues and follow problems through to resolution
Develop service procedures, ensure policies and standards are met
Analyse statistics and compile accurate reports as applicable from time to time
Keep ahead of industry developments do industry mapping of digital offerings from time to time
Provides information by answering questions and requests
Gain in-depth understanding of process flows, collect objective evidence and quantitatively substantiate areas where breakdowns/gaps exist
Liaise with relevant stakeholders, raise defects as applicable and publish MI on regular basis
Maintain current knowledge of new developments in the external digital space, regulations and industry practice , ensuring the appropriate application of these to enhance our digital offerings

Mobile APP 

Responsible for all internal escalations related to mobile APP, responding to customer reviews in the APP store,
Define and implement standards/procedures for ensuring optimal customer experience
Ensuring any queries, complaints, refund & disputes by customer are resolved within the timeframe as per company norms
Define processes for resolving queries and complaints of customers and internal stakeholders
Interact with tech, service teams, sales & marketing teams to drive initiatives which could be key differentiators for Customer Experience
Study key trends in Customer journey. Define, measure and track key metrices
Update & maintain P&P for the mobile app
Conduct studies and research to discover new techniques necessary for improving APP experience
Utilize analytic tools such as Google Tags, Android / iOS console in coordinating and monitoring usage, breakdowns and work with relevant tech teams to ensure fixes are applied within SLAs
Analyze training needs, processes and systems and make recommendations for improvement.
Ensure Compliance with all company Policies and Procedures in all the APP related functionality

Champion Voice of Customer / Voice of Distributor for digital customers 

Build and execute India digital Voice of Customer (VoC) & Voice of Distributor (VoD) strategy through competitive research, benchmarking, messaging, and audience identification
Direct all aspects of VOC / VoD data collection, analysis and process improvement recommendations from all collection points
Trigger regular e-surveys for India customers as applicable
Consolidate responses and share with respective teams for callback / closure
Leverage VoC / VoD feedback from various touchpoints including to consistently yield relevant and reliable customer data and recommend actions to the concerned TA team in improving the quality of the customer experience
Follow up with relevant teams for callback if required
MIS such as top themes, common issues to be tracked and published monthly
Track issues if any in sending survey & work with the concerned team for closure
Identify training needs across the business as necessary to ensure digital offerings and updates are understood
Update & maintain the P&P on the survey process as applicable Work on systemization of these activities as applicable

Mobile Messaging Operations 

Be the SPOC for all our SMS services including push and pull services
Ensure our PULL service is working fine on a regular basis
Responsible for the SMSes that we trigger from FT both system driven and manual SMSes
Initiate changes to enhance SMS content as applicable from time to time
Ensure that Non-public information is not displayed in plain text SMS
Liaise with mobile messaging partners to ensure our SMS delivery is within agreed SLA
Track SMS feeds on a daily basis and report to management on regular basis
Ensure any new SMS template being added conforms to our standards and is whitelisted by our vendor, does unit testing as well to ensure the same

UG: Any Graduate - Any Specialization, B.Com - Commerce

PG: MBA/PGDM - Any Specialization

Graduate with a Commerce / Accounting / Finance background preferred with MBA
Minimum 7 years job related experience, preferably in the mutual fund or financial services industry with overall experience of minimum 10 yrs.
Communication (internal and external); Knowledge of the Indian mutual funds industry and regulations involved therein (SEBI and AMFI guidelines)
Excellent written and oral communication skills.
Excellent collaborative and team work skills.
Strong attention to detail and quality
Problem solving and analytical skills
Ability to effectively interact with various cross functional stakeholders
Administrative and time management skills
Need to be a quick learner with ability to acquire understanding of the digital offerings in a short period
Strong analytical skills and data-driven thinking"