National Manager - Service Analytics - BFSI

Job Purpose:

This candidate will be responsible for coordinating various service analytics initiatives across all portfolios and product segments. He / She should have a

- Strong analytical orientation (along with data manipulation experience)

- Act as an expert in the area of service and operations analytics.

- Ability to process map and conduct Gage R & R analysis, define control limits etc

- Understand capacity planning and solutions there-off to assist in capacity planning

Key Responsibilities:

- Lead and build the Service and Operations Analytics solutions across products, channels and other dimensions

- To engage with business and customer experience unit on service analytics requirement mainly wrt understanding nature of service requests, identifying process gaps for customer complaints, channel of service requests and complaints, pareto analysis to identify dominant reasons, net promoter score, customer satisfaction measures etc.

- Interact with various business, risk and marketing units to understand objectives and optimally design/develop Service interventions and recommendations. Build call/service volume forecasting models to assist in capacity planning.

- Methodology to compute and map customer segments based on propensity to raise service requests and escalation propensity. Propose differentiated CTA to ensure escalations are minimized.

- Methodologies to measure efficiency of service requests resolution and define process controls to improve further

- Develop, review and evaluate types of service requests, publish trendlines and initiate projects to reduce the service requests.

- Assess impact of various recommendations and implementations. Continuously track them to determine effectiveness on of the solution design

- Set-up of continuous Design-of- Experiments to determine & study sensitivity due to service interventions and related impact on service requests

- Modeling for root-cause analysis as well as for - What-If- scenarios. Understanding the root cause and suggest alternatives

- Establish relationship and collaborate with internal clients and external vendors to deliver on the service and operations analytics requirements