Deputy Manager – Customer Connect Digital Project

Purpose of the Job:

Digital Servicing team works on various digital projects Like Bots, automating servicing request, creating new digital avenues which works as a customer self service platform while enabling organization to accelerate the digital usage strategy.

It involves managing operations unit of all service requests received through multiple Digital Avenues. This also includes Designing Strategy and performing Data Analysis for Campaign management, creating relevant & effective Content with timely deployment, Digital Servicing, Managing Customer Portal, Customer Servicing App & service adoption, online collections, innovative initiatives on Servicing digital assets and UATs for Portal, App & Bot deployments.

The role will be responsible for:

Managing all digital servicing touchpoints & introducing new ones as per market/internal requirements

Role involves Change Management for creating awareness to customers on new development.

Duties & Responsibilities:

The job will contribute towards :

Robotics (Artificial Intelligence & Natural Language processing)

Responsible for end to end implementation of the projects for Customer Service touch points. Should have knowledge of project life cycle steps like Vendor Evaluation, POC, Business Case, Scope Document, Agreement, UAT Testing and Post Production issues handling.

Should be able to identify additional scenarios that can be automated and collaborate with the vendors to execute them.

Promotional Campaigns.