Head - Customer Service - Contact Center

Head Digital Contact Centre - Financial Services - Mumbai

Job description :

- The incumbent will be responsible for delivering all customer facing issue in their journey of digital on boarding and cross sell of products to provide best in class experience. They will also be responsible for making maximum process automatic with latest tools like AI and ML, collaborating with cross-functional teams to deliver the intime solution to customers.

- Set up and develop process of digital contact center for digital sales

- Introduce latest technology like AI and ML to enable maximum services through responsive IVR and identify opportunities for constantly upgrading and enhancing customer experience across all touch points.

- To integrate the contact center with existing CRM.

- Increase penetration in self help processes.

- To Develop process roadmaps and prioritize features based on business value, customer impact, and feasibility.

- To sale digital products on the touch points and build revenue for the organization

- To Conduct user testing and research to validate product assumptions and inform product decisions.

- To Minimize the dropouts.

- To Develop and maintain process documentation, including requirements, user guides.

- To work with marketing and sales teams to develop product positioning, messaging, and go-to-market strategies.

- To stay up to date with industry trends, competitor offerings, and regulatory changes that may impact our lending products and services.

- To be aware about financial regulations & RBI guidelines in India

- To have a deep understanding of user psychology and emotional triggers to build engaging products.

- Industry trends, competitor offerings, and regulatory changes that may impact our lending products and services.

- Contact Center Management

- Customer Service, Experience, Retention & Customer Success ,Digital Loans , digital Sales .