Product Manager-Digital Transformation Delivery-Customer Experience
Navi MumbaiFull-time2–5 yrsPosted 2 months ago
Mid-level customer support role at IDFC FIRST Bank in Navi Mumbai. Needs 2+ years and a B.Com, BMS or B.Sc.
About the role
As a Product Manager - Delivery in the Customer Experience (CX) team, your mission is to enhance customer satisfaction by driving strategic initiatives aligned with the role's KRAs. You will collaborate with cross-functional teams to deliver impactful outcomes, improve operational efficiency, and contribute to governance, compliance, and customer-centricity.
What you'll do
- Identify current peaks and identify holistic solutions to address those peaks, through reduction in calls volumes, reduction in number of complaints, reduction in AHT
- Work with SFDC Platform to optimize SRs, Log a Call, Query and Requests coming on SFDC
- Ensure fully transparent tracking of these right from calls landing at IVR, Emails being received and Social Media Escalation
- Ensure these are all well tracked against LOBs and published regularly
- New Workbench to be created across all Servicing Channels, ensuring the customer experience across channels and touch points of the Banks to remain standardized
What you need
- Salesforce
- Escalation handling
- MIS reporting
- SOP writing
- Communication