Head - Chat Business - Banking/Insurance

Chat Business Head - Banking/Insurance

- Responsible to manage the Team & Team leaders comprising of Bank officers who respond to customer's chat.

- To ensure all officers in the team deliver results with assigned productivity targets and quality to achieve the overall objective of Customer satisfaction.

- To effectively manage the team through motivation skills and interpersonal skills, to achieve the common objective of Customer satisfaction.

- To effectively guide and coach the team to help them achieve all performance parameters, there by achieving the overall goals of the unit.

- Define and execute strategy to optimize online chat experience, deliver results, and oversee overall channel success

- Manage the strategic evolution of our online chat program as well as identify and drive the use of other emerging online customer engagement tools

- Develop and implement methods and activities to increase customer experience, overall satisfaction, and retention

- Create personalized experiences for customers engaging via chat or online contact methods

- Use data and opportunity-identification methodology to help prioritize the work needed

- Be an authority to grow the inventory of high impact chatbot conversation flows

- Assist with the development of the bot operations roadmap and strive to meet quarterly targets

- Ideate and create customer journeys through self-service experiences like bot messages, and product builds, measure and improve our deflection rate

- Engage with cross-functional teams such as IT, Product, Marketing etc, when needed to understand the details of their business needs

- Stay current on industry trends, provide recommendations for improvement, and implementation, and adapt team operations to remain innovative

- Foster a culture of continuous improvement

- Provide team and leadership feedback on regular basis.

- Conduct Appraisal discussions.