Manager - Customer Experience - BFSI/BPO

The incumbent will be responsible for :

- Study BFSI contact center operations and create use cases for NGCE

- Develop process maps for different BFSI LOBs and Products

- Liaise with operations teams to develop relevant use cases.

- Perform GAP analysis in the current operations and create avenues for NGCE

- Liaise with the product and tech SMEs to translate the use cases.

- Identify the different banking source systems to connect with

- Create data and field maps to draw information from

- Managing client meetings at Client's premises.

- Functional SPOC for NGCE

- Creation and delivery of use cases

- Liaison between Product and Operations teams

- Benefits and ROI creation for the LOB

Experience Required :

- BPO/BFSI BPO experience mandatory

- Exposure to retail banking contact center mandatory

- Front office/Back office contact center operations awareness

- Awareness of banking contact center infrastructure

- Operational exposure/Call taking experience will be a plus

- Banking systems knowledge/Solutioning experience for Banking and Financial services contact center a plus

Candidates from BPO sector with customer service operations experience can apply