Aditya Birla Sunlife AMC - Senior Manager - Digital Operations & Customer Experience

Key Result Areas/Accountabilities :

Supporting Actions

Product & Process Re-engineering :

1. Reviewing the existing process to improve and enhance customer experience.

2. Reduction of redundant steps and increasing speed of execution on all online platforms.

3. To ensure failure minimisation and dropouts.

4. Improving the User Interface and making it more simple and fast for customers.

5. Improving the User Experience through smart interface.

6. Create and architect a failure remediation process and communication.

7. API Gateway management from operations perspective.

Maintenance of existing Product & Process

1. Continuous improvement and changes on account of enhancements and regulatory changes.

2. Ensuring transaction traceability across all channels and adequate logs.

3. Failure analysis and creating scalable fail safe processes for digital transaction.

4. Creation of backup processes and designs to ensure maximum available time.

5. Maintenance of existing Web-service and improving their response time and quality.

6. Managing Existing Online Transactions and ensuring service.

New Product & Process Rollout

1. Project scoping with internal as well as external stakeholders.

2. Ensuring Risk & Compliance approvals are taken for new product and/or process.

3. Co-create Product or Process at RTA for online and have the process designed for least manual intervention.

4. Creation of new web-service for the process rollout.

5. Rendering New Transactions Online across all digital assets.

6. Solution based packaging of transactions and creating innovative customer solutions with Digital IT Team.

7. Payment Tie-ups for online transactions

Customer Experience

1. Redesign the current digital experience across all the digital channels to improve customer experience.

2. Enable new and innovative solutions for customers to transact.

3. Rolling out Differentiated Service Experience for Online customers across all touchpoints

i. Contact Centre

ii. Chatbot

iii. Branch

4. Rolling out Differentiated Communication

i. Customer

ii. Partner

5. Create uniform UI / UX across all digital channels to improve Customer Experience

6. Increase Efficiency and Speed of Execution