IVR Programme Manager - BFSI

IVR Programme Manager

Responsibilities :

Strategy :

- Develop an IVR improvement strategy that encompasses the following

- Improvements in IVR utilization

- Improvements in Client experience

- Cost effective improvements

- Gain stakeholder and country buy-in to the strategy

- Work with ITO stakeholders to formulate the strategy

- Obtain appropriate funding for the strategy

Business / Execution :

- Utilize data, metrics, system tools as well as survey/assessment to identify improvement opportunities with respect to the IVR.

- Work with vendors and ITO to understand the IVR best practices used in and outside banking/financial services

- Trial new to market technologies ensuring that Company is the world leader in voice automation

- Develop business cases and/or PAR's for IVR improvements

- Gather business requirements and document accordingly

- Be able to work as part of a Project team.

- Project manage new implementations or improvements to the IVR

- Show measurable improvements in three key objectives

a) FTE reduction

b) Client experience / Client satisfaction

c) Cost out

Key Stakeholders :

- Group Voice and Virtual Team

- Group CCC Hub Heads

- CCC Heads

- Country RB Heads

- ITO

- Senior Scope International stakeholders

Other Responsibilities :

- Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.

Qualification :

- Degree in Computer Engineering, Business or equivalent

- Excellent analytical, problem solving skills and a creative flair

- Excellent contact center knowledge, including the use of digital channels

- Familiar with project management

- Excellent communication skills both verbal and written English

- A team player with excellent interpersonal skills. Ability to manage stakeholders across bank's network

- Focused, organised, results-oriented and works independently to strict time frames

- Knowledge of company s standard processes on project management, implementation and post implementation processes will be an advantage

- Broad knowledge of Contact Center operations and infrastructure would be an advantage