What is the Analyst - Digital Initiatives for Business Change group responsible for?

This role requires the individual contributor to be the single point of contact for all digital queries / requests from distributors, investors and internal stakeholders . Ensure that digital issues if any are escalated as appropriate and defects are closed within agreed SLA. Execute digital Voice of Customer / Voice of Distributor activity for INT'L TA and publish relevant reports as applicable.

Manage SMS services in terms of query management, vendor management as well as publishing relevant reports.

What are the ongoing responsibilities of a Analyst - Digital Initiatives?

Champion digital management

Manage day to day operational performance of our digital offerings and mobile messaging systems - be the single point of contact for queries related to digital

Take ownership of issues and follow problems through to resolution

Develop service procedures, ensure policies and standards are met

Analyse statistics and compile accurate reports as applicable from time to time

Keep ahead of industry developments do industry mapping of digital offerings from time to time

Provides information by answering questions and requests

Gain in-depth understanding of process flows, collect objective evidence and quantitatively substantiate areas where breakdowns/gaps exist

Liaise with relevant stakeholders, raise defects as applicable and publish MI on regular basis

Maintain current knowledge of new developments in the external digital space, regulations and industry practice , ensuring the appropriate application of these to enhance our digital offerings

Mobile APP

Responsible for all internal escalations related to mobile APP, responding to customer reviews in the APP store,

Define and implement standards/procedures for ensuring optimal customer experience

Ensuring any queries, complaints, refund & disputes by customer are resolved within the timeframe as per company norms

Define processes for resolving queries and complaints of customers and internal stakeholders





Interact with tech, service teams, sales & marketing teams to drive initiatives which could be key differentiators for Customer Experience

Study key trends in Customer journey. Define, measure and track key metrices

Update & maintain P&P; for the mobile app

Conduct studies and research to discover new techniques necessary for improving APP experience

Utilize analytic tools such as Google Tags, Android / iOS console in coordinating and monitoring usage, breakdowns and work with relevant tech teams to ensure fixes are applied within SLAs

Analyze training needs, processes and systems and make recommendations for improvement.

Ensure Compliance with all company Policies and Procedures in all the APP related functionality

Champion Voice of Customer / Voice of Distributor for digital customers

Build and execute India digital Voice of Customer (VoC) & Voice of Distributor (VoD) strategy through competitive research, benchmarking, messaging, and audience identification

Direct all aspects of VOC / VoD data collection, analysis and process improvement recommendations from all collection points

Trigger regular e-surveys for India customers as applicable

Consolidate responses and share with respective teams for callback / closure

Leverage VoC / VoD feedback from various touchpoints including to consistently yield relevant and reliable customer data and recommend actions to the concerned TA team in improving the quality of the customer experience

Follow up with relevant teams for callback if required

MIS such as top themes, common issues to be tracked and published monthly





Track issues if any in sending survey & work with the concerned team for closure

Identify training needs across the business as necessary to ensure digital offerings and updates are understood

Update & maintain the P&P; on the survey process as applicable Work on systemization of these activities as applicable

Mobile Messaging Operations

Be the SPOC for all our SMS services including push and pull services

Ensure our PULL service is working fine on a regular basis

Responsible for the SMSes that we trigger from FT both system driven and manual SMSes

Initiate changes to enhance SMS content as applicable from time to time

Ensure that Non-public information is not displayed in plain text SMS

Liaise with mobile messaging partners to ensure our SMS delivery is within agreed SLA

Track SMS feeds on a daily basis and report to management on regular basis

Ensure any new SMS template being added conforms to our standards and is whitelisted by our vendor, does unit testing as well to ensure the same

Desired Candidate Profile

UG: Any Graduate - Any Specialization, B.Com - Commerce

PG: MBA/PGDM - Any Specialization

What ideal qualifications, skills & experience would help someone to be successful?Graduate with a Commerce / Accounting / Finance background preferred with MBA

Minimum 7 years job related experience, preferably in the mutual fund or financial services industry with overall experience of minimum 10 yrs.

Communication (internal and external); Knowledge of the Indian mutual funds industry and regulations involved therein (SEBI and AMFI guidelines)

Excellent written and oral communication skills.

Excellent cooperative and team work skills.

Strong attention to detail and quality

Problem solving and analytical skills

Ability to effectively interact with various cross functional stakeholders

Administrative and time management skills

Need to be a quick learner with ability to acquire understanding of the digital offerings in a short period

Strong analytical skills and data-driven thinking"

📌 TA Analyst-digital Initiatives (Chennai)
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📍 Chennai