Deputy Manager – Customer Connect Digital Project

From 3 to 6 year(s) of experience
₹ Not Disclosed by Recruiter

Job Description

Roles and Responsibilities

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.

  • Conduct campaigns to promote the emerging channels of Customer Service via Email, Facebook, Twitter, SMS and Website. To measure the success of campaigns through parameters like Click Rates/Open Rates.
  • Run promotional campaigns on Twitter for engagement and promoting usage.
  • Define the target audience from the different policy stages like renewal, servicing and buying. New Projects
  • To identify and deploy new projects related to Digital/Automation that can ease customer experience. Strategic Initiatives
  • To prepare the monthly department reviews with progress on each project. To prepare the annual departmental plans and Department Overview presentations for the function.

  • Knowledge, Skills & Abilities:

  • Educational Qualification: Minimum Graduate
  • Work Experience – Minimum 3 years’ work experience in digital servicing.
  • Handled Technology Projects
  • Project Management and Biz. Excellence frameworks Required Skills:
  • Strong domain and process knowledge.
  • Experience in digital services.
  • Good communication skill i.e spoken & written.
  • Analysis and presentation to senior Management.
  • Problem solving and Out of box thinking.

  • Role:Program Manager - Technology / IT

    Salary: Not Disclosed by Recruiter


    Functional Area:Project & Program Management

    Role Category:Technology / IT

    Employment Type:Full Time, Permanent


    UG:Any Graduate

    Company Profile

    HDFC Life

    HDFC Life, one of India’s leading private life insurance companies, offers a range of individual and group insurance solutions. HDFC Life continues to have one of the widest reaches among new insurance companies with about 380+ branches in India touching customers in over 900 cities and towns. Our long- stated strategy of balanced product mix, diversified distribution, continuous product innovation and re- imagining insurance through effective use of technology has enabled us to continue our journey despite the ever-changing external environment.

    Company Info
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    Contact Company:HDFC Life