Senior Manager - Central Retention & Customer Experience

Purpose of the Job Leading Payments - Web/Auto & Digital Customer Experience with Customer Portal & Chatbots :

- To lead Payments agenda for the Organization

- To ensure a modular approach towards payment strategy enabling new partner onboarding and new age payment methods integrated

- To drive Autopayment as a KPI within Organization

- To ensure success rates on Payments and automation of processes

- To drive automated/online payment behavior within the Organization

- To lead Digital Servicing framework for the Organization in form of ownership for Customer Portal, Application and Chatbots

- To lead all new Projects that are linked with Digital integrations that have a direct impact on Self-servicing options, capabilities and payments

Ensure compliance within the process with minimal disruption to business

Key Responsibilities :

- To manage the Mandate registrations and transaction processes

- Ensuring timely and error free execution of the scheduled transactions

- Ensuring process efficiency to help enable the Digital & Auto Pay as preferred payment method for customers

- Ensuring seamless web/online payment experience for customers

- Transaction reconciliations & compliance to audits

- Seamless and speedy implementation of the new payment processes/avenues

- Leading initiatives to onboard new partnerships for the Organization from a Payments/Auto-payments- integration perspective

- Managing vendors, gateways to ensure that the commitment to business quality and operational efficiencies are delivered

- Planning and executing automation of the processes to minimize manual interventions

- Market study and benchmark the Payment Experiences and Customer preferred payment options to create new payment avenues and shift towards the same

- Ensure ways to enhance Payment & Autopayments success rates in terms of Transactions and Registration rates

- Lead and Manage all Customer self-servicing Digital Assets for the Organization

- Driving key developments and ensuring the best in class Digital Servicing framework is adopted by the Organization

- Stakeholder Management to align business strategies ensuring that the Organizational priorities succeed