Senior Product Manager-Digital Transformation Strategy-Customer Experience

Job Description

Job Requirements

Function/ Department: CX Department

Job Purpose

Your focus will be on reducing complaints, improving self-service efficacy, and contributing to knowledge management.

• Identify current peaks and identify holistic solutions to address those peaks, through reduction in calls volumes, reduction in number of complaints, reduction in AHT, increasing SLs, increasing in STP Journeys to ensure whatever calls are landing are addressed immediately.
• Work with SFDC Platform to optimize SRs, log a Call, Query and Requests coming on SFDC. Ensure fully transparent tracking of these right from calls landing at IVR, Emails being received and Social Media Escalation. Ensure these are all well tracked against LOBs and published regularly.
• New WB to be created across all Servicing Channels.
• No F1 Team, no emails, manual excels MIS or even bulk upload in any journey. All journeys to be either by STP or designed to eliminate these redundancies. Reduce dependency on L3, shift left to L2 and L1, L0.
• Service landing issue & event integration, call context to be prompted by the WB for superior handling and no manual SR creation needed. Basic details to be opted for SR to be auto created and stamped.

• Cadences needed to take regular inputs with
• System Platform Owners
• CX Champions
• CDC, Emails, social media Team
• Training, Budget, and Controls Team
• Loan Center Team
• Service Quality Team
• BIU Team

Managerial And Leadership Responsibilities

Work to optimize productivity and efficiency of the team. Excellent people management and team building skills.

Education Qualification

Experience: 8+ years of relevant experience in sales