Lead - CRM/Capital & Commodity Market Operations

Lead - CRM/Capital & Commodity Market Operations

Job Role :

- Understand Customer Servicing and Experience needs and build product features in areas of CRM

- Preparing business case in consultation with Stakeholder & implement the same with dev teams

- Identify, think, and deliberate features that can enhance customer experience and agent efficiency

- Create guided flows that can solve customer queries without or minimum human intervention

- Design, pilot, implementation and maintenance of platforms; facilitating release planning with stakeholders as well as demos on POC.

- Drive change management & adoption for Salesforce platform.

Requirements :

- Should have sound Knowledge of Capital & Commodity Market operations

- Good understanding of customer experience and servicing products

- Preparing business case in consultation with Stakeholder & implement the same with dev teams

- Identify, think, and deliberate features that can enhance customer experience and agent efficiency

- Create guided flows that can solve customer queries without or minimum human intervention

- Design, pilot, implementation and maintenance of platforms; facilitating Release planning with stakeholders as well as demos on POC

- Drive change management & adoption for Salesforce platform