Job Description:

Role Details:

Designation: AVP and Lead Digital Customer connect Experience
Role type: People Manager
Department: Digital
Reporting to: Director and Head- Digital
Location: Mumbai HO

Your Role (summary): AVP and Lead Digital Customer connect and Experience

This role will be responsible for

1. Establish Customer connect for helping customers with challenges faced for transactions or servicing their queries
2. Developing and implementing Digital customer service strategies to enhance customer satisfaction, resolving escalated customer issues for web and app, and leading a team of customer service representatives for Digital
3. Drive Cross sell and Upsell initiatives to bring out true potential
4. Maintain and improve mechanisms for surveying and measuring customer satisfaction and disseminate feedback to the appropriate internal functions
5. Utilise CRM system to manage the functions of receiving, assessing, analysing, resolving and documenting customers’ issues and complaints in accordance with agreed requirements
6.



Develop and maintain solid relationships with key customers, addressing their needs and concerns to foster long-term partnerships.
7. Oversee the implementation and utilization of customer service software and tools to streamline processes and improve efficiency.
8. Manage in bound and out bound calls/ queries related to Digital assets, fund and AMC related queries with objective of increasing the per customer product penetration.

9. Leverage Analytics & Digital capabilities like pre-filled transactions, servicing and KYC links to drive sharper conversations resulting into higher conversions
10. To help MFDs and other partners with Digital adoption and queries with the objective of leveraging own assets and get the maximum out of the captive assets.

Your will be responsible for:

 Driving in bound and out bound call center equipped with Digital transactional capabilities
 Manage, recruit, motivate and upskill team members
 New

📌 AVP and Lead Digital Customer connect Experience (Mumbai)
🏢 Talent Leads Consultants
📍 Mumbai