Manager - Crm - Customer Service & Strategy

This Role is within the Product management group and involves extensive coordination with stakeholders and leadership team including IT, Operations, Product and Compliance at organizational level.

1.End to end ownership for mapping, implementation and roll out for customer journeys. Devising Strategy for customer lifecycle management through course of the relationship with the customers
2.design the best in class customer journeys and drive the implementation of these journeys.
3.Understand the customer lifecycle and drive relevant changes through use of technology and data driven insights
4.Custodian of the CRM platform (SFDC) responsible for all enhancement projects
5.Drive high impact projects delivering process transformation and quality improvement across business functions
6.Ensuring service Quality across all servicing channels - Branch, Call centre, Email, Digital Channels, product and process
7.Design and Operationalize processes on servicing and grievance handling.
8.Trend, RCA analysis and Gap identification on complaints and Escalations and work with leadership stakeholders to improve processes
9.Responsible for all CX related learning across the organization along with Learning and Development teams
10.Devise and prepare the training manual, module and operationalize training programs in coordination with L&D team
11.Support and augment the customer experience platforms across the organization
12.Quality measurement for all servicing channels

Qualification - Graduate /MBA