Key Responsibilities:

- Chatbot Strategy & Management:
- Develop and manage the end-to-end chatbot strategy for customer onboarding and sales, customer service, and collections across platforms such as WhatsApp, website, and our Saathi mobile App.
- Drive chatbot improvements, focusing on business outcomes such as enhanced customer experience, increased conversion rates, and productive collections.
- Define the roadmap for chatbot enhancements in collaboration with business, product, and tech teams.
- Customer Experience & onboarding journey Optimization:
- Design and optimize Customer Experience journeys for various use cases including query resolution, loan related details and provide related documents through bots.
- Offer right product in right time to existing customers based on Analytical recommendations.
- Implement chatbots for self-onboarding processes, ensuring a seamless and user-friendly experience for new customers.
- Build and refine sales journey bots, aiming to improve lead conversion, upsell opportunities, and cross-sell products effectively.
- Collection Automation:
- Work on automating collections through chatbot solutions, ensuring timely and customer-friendly interactions for debt recovery and payment reminders.




- Collaborate with collections teams to define the bots role in enhancing recovery rates while maintaining positive customer relationships.

- Collaboration & Stakeholder Management:
- Collaborate with Business, Marketing, Customer Experience, Bot external Partner, and IT teams to align chatbot objectives with broader company goals and ensure proper implementation.
- Regularly engage with stakeholders to understand business needs and translate them into chatbot functionalities.
- Monitor and track the performance of chatbots, gathering insights to refine and enhance their capabilities.
- Continuous Improvement & Reporting:
- Analyze bot performance metrics and customer feedback to identify opportunities for improvement.
- Drive the creation of reports and dashboards that reflect the success of chatbot initiatives and suggest actionable improvements.
- Compliance & Data Security:
- Ensure that chatbot interactions comply with industry regulations, including data privacy and security standards.
- Oversee the secure handling of customer data and ensure compliance with RBI regulations.

Looking at candidates with 6+ years of experience in chatbot development and management, specifically in a business-facing role (need to have back-end technical understanding). Preferably building bots for Digital Marketing and Service Management

Location: Chennai

📌 Sr. Manager- Customer Experience & Marketing (Chat Bot) (India)
🏢 Saaki Argus And Averil Consulting
📍 India