Accountability Supporting Actions  Define processes and ensure delivery of the same for consistent client experience through the centralized contact centre, as per the overall standards laid down for Client Relations.  Main objective would be to provide consistent standards of service from cost effective centralized unit. Identify gap areas and prioritize them based on client expectations and limited resources of the organization  Communicate processes to internal staff /Branches / Contact Centre team  Help developing systems to monitor adherence along with Manager - Quality.  Use technology in an optimum manner to deliver customer outcomes.  Identify & Implement ways and means of fine-tuning the existing processes to improve the level of service OR increase the base of customers using the service. Fine-tuning may mean making the process more efficient and customer friendly  Share and adopt processes across different channels to ensure consistent flow of information and maintain service standards. Also suggest processes to other channels.  The objective is to ensure we use the best and most cost effective solution across channels thus increasing the overall impact.   Identify and report deviations in standards across channels  Develop processes to streamline the process as per overall standards laid down  Share / adopt best practice across channels  Share new ideas to enhance service offerings through different channels.  Design and implement NEW processes to support new servicing requirements  Develop action plan based on feedback recd from VOC through Contact Centre.  The objective would be to provide solutions as per the customer requirements and reviewing the same periodically.  Track the data on a longitudinal basis.  Suggest and implement changes based on client feedback.  Define action plans for implementing the proposed changes.  Improve performance metrics like - Process Efficiency (eg-TAT), productivity, cost saving, customer satisfaction, etc  Execute various Client Relations Projects in the Call Centre to enhance delivery of Client Relations   The objective would be for increased Efficiency, productivity, cost saving, customer satisfaction, etc. o Liaise with various functions for their inputs and support  Monitor to ensure that the objectives of the project have been met.  Break down objectives into actionable and track for timely delivery.  Standardize & centralize the servicing process/ experience across channels  Execute Projects / set up processes in the Call Centre to increase the overall business / retain customers  The objective is increased customer acquisition and retention. o Liaise with various functions for their inputs and support  Define the processes needed to execute the projects   Monitor to ensure that the objectives of the project have been met.  Continuous review of Contact Centre processes and re- engineer as per the changing needs of the business.  The objective is to align the process as per the business requirement. o Liaise with CRM team for development.  Liaise with Contact centre operations team for implementation.  Check with the Training and Quality team for standardization and quality of delivery.  Continuous monitoring on the progress.  Documentation of the entire processes in the Contact Centre and ensure the same is updated at regular intervals.  The objective is to ensure adequate process control and standardized service. o Liaise with the Training and Quality Team for collation of Data.  Liaise with Contact centre operations team for implementation.  Ensure, along with the Shared Services that the Training is designed & executed as per the business and service needs  CRM System - Development and Maintenance of system to ensure all customer interactions across all channels in Client Relations are captured in the system and tracked to ensure timely closure.  The objective would be to use the best CRM strategy available to automate CS processes and to standardize the same across channels - Contact Centre and Branches. Liase with internal stakeholders - CS verticals, Operations, CAMS, Business development and gather requirements to endure all customer interactions are routed through the CRM tool  Develop the automated process with specific outcomes.  Liaise with Contact Centre team and IT to ensure the necessary developments are done as per agreed timelines.  Timely roll out of the same across channels - Contact Centre and branches.  Track the effectiveness of the same.  Re-engineer process across CS channels continuously to automate the same using the CRM platform.

Mumbai

Birla Sunlife - Manager/Senior Manager - Customer Relationship Management 

Birla Sunlife - Manager/Senior Manager - Customer Relationship Management  ,Job Description for Birla Sunlife - Manager/Senior Manager - Customer Relationship Management  in Birla Sunlife Asset Management Company in  Mumbai for (4-7) years of experience. Apply Now!

Job Description for Birla Sunlife - Manager/Senior Manager - Customer Relationship Management  in Birla Sunlife Asset Management Company in  Mumbai for (4-7) years of experience. Apply Now!