Product Manager-Digital Transformation Delivery-Customer Experience

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

• 2–5 yrs of experience
• Salesforce
• Escalation handling
• MIS reporting
• SOP writing
• Communication
• B.Com or BMS or B.Sc or BA or BBA or MBA or M.Com