Paytail - Vice President - Operations

VP-Operations

1. Managing Front End and Self-Service Channel, Campaign Management & Retention, Onboarding of FTEs.

2. Merger of Inbound & Outbound campaigns resulting in better SL management and cost efficiency.

3. Design and manage implementation of AI tools like Chat BOT, Voice BOTs, and Intelligent IVRs and continuously strive to enhance efficiency and effectiveness to influence successful business outcomes.

4. Analytical thought process, constantly striving to innovate and improve processes in the workplace with proficient in usage of analytical tools to identify defects, health of process etc.

5. Create workflows for the AI enabled journeys to manage high skilled individual contributors, even virtually, eliminate defects and/or non-value adds in the process flow

6. Partner in simulation/testing for use case creation, content creation for all possibilities in use case journeys

7. Govern, measure and report out effectiveness of the BOTs, identify gaps in process, policy to increase efficiency and effectiveness of resolution

8. Implemented different incentive processes to drive performance through Performance Measurement Index

9. Improved governance and procedures are now in place to react quickly to challenges throughout preparation and deployment phases.

10. Work closely with the product, finance and risk teams on overall delivery on Customer/Product insight and analysis - penetration, usage, opportunity, sector, sizing impact of product changes, Identification of new sales opportunities (inc. campaign design, model build)

11. Deliver tangible benefits to CPB through the innovative use of data to drive better client engagement, improve decision making and increase efficiency.

12. Development of the CPB customer value and returns model including the definition and implementation of a single profitability metric at a product, facility and customer level.

13. Deliver high-quality, value-add data driven insights that drive improved decision making with the CPB business and demonstrably moves the business forward and achieves commercial outcomes.

14. Coaching, counseling & grooming team for appropriate roles, Training and up skilling team as per TNI's (Training Needs Identification). Meeting, Review and corrective actions. Audit and performance management for internal quality team and SME's.