Manager Chatbot Development Customer Experience and Marketing Chennai

Job Description:

Key Responsibilities:
 Chatbot Strategy & Management:
o 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.
o Drive chatbot improvements, focusing on business outcomes such as
enhanced customer experience, increased conversion rates, and efficient
collections.
o Define the roadmap for chatbot enhancements in collaboration with
business, product, and tech teams.

 Customer Experience & onboarding journey Optimization:
o Design and optimize Customer Experience journeys for various use cases
including query resolution, loan related details and provide related
documents through bots.
o Offer right product in right time to existing customers based on Analytical
recommendations.
o Implement chatbots for self-onboarding processes, ensuring a seamless
and user-friendly experience for new customers.
o Build and refine sales journey bots, aiming to improve lead conversion,
upsell opportunities, and cross-sell products effectively.

 Collection Automation:
o Work on automating collections through chatbot solutions, ensuring timely
and customer-friendly interactions for debt recovery and payment
reminders.
o Collaborate with collections teams to define the bot’s role in enhancing
recovery rates while maintaining positive customer relationships.

 Collaboration & Stakeholder Management:
o Collaborate with Business, Marketing, Customer Experience, Bot external
Partner, and IT teams to align chatbot objectives with broader company
goals and ensure proper implementation.
o Regularly engage with stakeholders to understand business needs and
translate them into chatbot functionalities.
o Monitor and track the performance of chatbots, gathering insights to refine
and enhance their capabilities.
 Continuous Improvement & Reporting:
o Analyze bot performance metrics and customer feedback to identify
opportunities for improvement.
o Drive the creation of reports and dashboards that reflect the success of
chatbot initiatives and suggest actionable improvements.

 Compliance & Data Security:
o Ensure that chatbot interactions comply with industry regulations,
including data privacy and security standards.
o Oversee the secure handling of customer data and ensure compliance
with RBI regulations.