CRM-Process automation-mumbai

Job Description:

Job Descriptions  

• Improvement in Customer / Partner Satisfaction Survey (Transactional Survey) Outcome - Responsible to drive Internal Survey and analyse the Out come and work on improving E2E life cycle right from system automation to survey closure and detractor analysis. Liaise with Marketing to drive external Customer satisfaction survey through market research companies.

• Digital Automation through Benchmarking & Mystery shopping – Driving automation projects in Data lake, Digital, FINNONE Communication Driving digital Automation and adoption at an organization level at all touch points. Also, responsible for various Digital Initiatives - Identify opportunities, implement, track and monitor incremental digital adoption & Improving Digital Servicing

• Quality and Audit - Quality Audit for CRM team, SOP management, Qualtrics Management, Detractor Analysis, Guest Audit and SOP management. Maintaining tracking and Monitoring all internal and external Audit reporting

• Process Standardization & Documentation - Conducting and analyzing data and along with implementing findings of RCA, Guest Auditors and Bench Marking exercise

• Training to Team - Training on Critical Organization aspects such as Regular Automation updates/ Process reengineering Opportunities/ Customer Centricity

• Customer Communication - Training on Critical Organization aspects such as Regular Automation updates/ Process reengineering Opportunities/ Customer Centricity

• Project Management - Driving Projects and ensuring process efficiency and regulatory compliances. Liaising with Finance, Risk and IT on key Initiatives like  PLR execution, Tenure trim project e.t.c

• Timely Schedule periodic Dashboard reviews and Preparedness for critical CRM initiatives presentation to top management – Service councils, Board Presentation and Strategy presentation and analysis and release of minutes