The purpose of this role is to create capability to capture and handle data use Analytics & Data to obtain deep insights into Operations, customer service & Cross Sell Department and basis the insights to drive projects and scale capabilities of existing tools & systems. 2) Job Context & Major Challenges : Organizational Context Key Aspects : Developing data analytics & MIS deck, Market Research, Customer Analytics Job Context : Key Aspects : Broadly the customer service function is expected to fulfil the following responsibilities : - Design, implement & keep improving the end-to-end customer experience with high levels of satisfaction at every moment of truth in the lifecycle journey - Create multiple channels for customers to engage with organization - Branch, Email, Social media, Voice (phone call), Web (self-service portal), Chat, SMS, Digital Kiosks - Create service delivery unit to provide 24x7 On-time-in-full delivery across all channels with high quality, consistency & speed Key Challenges : - Prepare an improved communication strategy to ensure ongoing client contact and engagement - Suggest client engagement activities that create an impactful customer experience vis-a-vis conducting feedback surveys to measure customer satisfaction. Work closely with business teams to create a value proposition for client retention and define an approach to win back lost customers Enabling Skill Sets & Qualifications : - Critical skills required for this role are thorough understanding of business processes, understanding of products. Attention to details. - Analytical skill set is a must. - Must have a sharp business development focus and demonstrate innovative approaches. - Must be results oriented and move fast to meet business needs. - Excellent communication skills (written and verbal), interpersonal skills, team building skills with a customer centric approach. - The education & experience required to meet this profile is a post graduate candidate with 10-12 years of team handling experience in Call centre Sales from Banking/ NBFC/ Telecom side. The education & experience required to meet this profile is a post graduate candidate with 10 years of team handling experience in Analytics. 3) Key Result Areas : Key Result Areas Supporting Actions : Insights and Data Models-Propensity model for Customers : - To dig-in and understand the data to leverage creative thinking & problem-solving to create new data models. Investigating quantitative and qualitative questions important for customer Service function. Data Exploration & SMWG : - Intelligently analyze & mine mountains of data grasp the complexity & Break down to manageable elements in order to ensure scalability & automation in order to create an SMWG (Self-managed Work group). Explore data pattern/anomalies to predict consumer behavior. Break through & Solutioning : - Research & evaluate new solutions for possible implementation. Derive Models based on data to predict probability and ensure scalability. Build and run POCs based on data analytics and suggest best scalable options. Quantify & Predictive Preemption : - Use analytical & BI tools to translate a Business Problem to Statistical one - Use of Heuristic, Predictive Modelling, Forecasting, and statistical techniques to understand data trends and preempt Consumer behavior & recommend actions for improvements - Insights and Data Models-Propensity model for Customers - To dig-in and understand the data to leverage creative thinking & problem-solving to create new data models. Investigating quantitative and qualitative questions important for customer Service function. - Set up and drive the customer data analytics & MIS desk o Identify types and sources of customer data including surveys, queries, requests, complaints, transaction data and ensure its capture in required systems like DWH, CRMS - Create an exhaustive reports repository for easy & real time access given to function and business heads with dashboard for CEO - Identify metrics of customer behaviour patterns and set up mechanisms to measure and track these metrics. - Work closely with Customer Experience Head and Managers to provide analytics for respective business with a view towards creating superior journey across all touch points Customer Analytics - Create the customer analytics & data sciences cell which will focus on customer segmentation, profiling, propensity, pre-emptive service basis customer demographics, behavior patterns and other parameters available from surveys

Pune

Head - Analytics/Data Science - BFS 

Job Description for Head - Analytics/Data Science - BFS  in Jaden Executive Search & Recruitment Specialists in  Pune for (10-20) years of experience. Apply Now!