Assistant Vice President - Digital Servicing - BFS/Telecom

- Lead &Manage digital platforms - IVR telephony systems (Aspect), Digital Servicing (Web & Mobile app),Chatbot, KM BOT & RPA.

- Draw strategy and blueprints on unassisted servicing channels

- Build and operate digital servicing road map encompassing customer life cycle

- Manage all digital servicing channels ( website , emails & social media )

- Develop scientific campaigns to create and maintain high level of customer engagement

- Manage and improve online content, considering SEO and Analytics ( Google Omniture)

- Forecast servicing performance trends and act proactively

- Focused to stay abreast with the technology and explore New Self servicing capabilities to enhance Customer Experience while optimizing cost

- Liaise with Product, Design and Information technology teams to deliver on cohesive strategies

- Develop strategies to migrate people from traditional channel to simplified alternate servicing channels

- Constantly track effectiveness and monitor usage of alternate channels to evolve

- Increase in Customers who have migrated / adopted to digital form of servicing

- Time to market on new initiatives undertaken

- Number of initiatives and projects undertaken and delivered within timelines and cost effectiveness of the project undertaken