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Consultant at ABC Consultants
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Manager - Customer Experience - BFSI/BPO (6-10 yrs)
The incumbent will be responsible for :
- Study BFSI contact center operations and create use cases for NGCE
- Develop process maps for different BFSI LOBs and Products
- Liaise with operations teams to develop relevant use cases.
- Perform GAP analysis in the current operations and create avenues for NGCE
- Liaise with the product and tech SMEs to translate the use cases.
- Identify the different banking source systems to connect with
- Create data and field maps to draw information from
- Managing client meetings at Client's premises.
- Functional SPOC for NGCE
- Creation and delivery of use cases
- Liaison between Product and Operations teams
- Benefits and ROI creation for the LOB
Experience Required :
- BPO/BFSI BPO experience mandatory
- Exposure to retail banking contact center mandatory
- Front office/Back office contact center operations awareness
- Awareness of banking contact center infrastructure
- Operational exposure/Call taking experience will be a plus
- Banking systems knowledge/Solutioning experience for Banking and Financial services contact center a plus
Candidates from BPO sector with customer service operations experience can apply
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
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