Digital Channel Implementation (Digital Banking)

Job Description

Responsible for end-to-end support for all digital journeys. Responsible for resolution of all QRC tickets logged in CRM for digital journeys within the defined TATs. Driving adoption of journeys along with the journey teams by institutionalizing engagement with branches/channels. Role Expectation - Supporting Users on Digital Journey Issues Supporting and resolving Complaints, Requests & Queries (CQR) logged by branches/channels on Digital Journeys. Proactively dealing with customer QRCs logged in CRM and ensuring end to end management. Dealing with complex complaints and multi-functional and tech issues to prevent escalations. Supporting and advising teams to deal with complex and multi-service complaints and co-ordinate responses. To own the CQR raised by Internal and External Customers and ensure resolution within defined TATs. Categorization of Tickets in Technical and Functional and engage with BSG/IM/IT for resolution for tech Issues. For Tech issues Service Now is to be logged. Build and maintain collaborative working with all stakeholders responsible for Customer Experience. Tracking the assigned tickets & bring it to logical closure adequately adhering with Complaint Management Note guidelines of Bank. Gather Feedbacks from Teams on ground and report in order to improvise journeys. Digital Adoption and Engagement Drive adoption at Branch and channel level along with the leadership teams in respective Geographies. Tracking the downstream processing of cases to understand the challenges on ground. Conducting Branch visits to have real-time & Live feedback on digital Journeys and Issues faced. Guiding users for better mutual understanding. Identifying the low performing Units and their respective regions and engage via Knowledge Transfer activities. Periodic reviews with low performing Units in agreement with Business Seniors. Identifying knowledge gaps and plugging with the help of Trainings, knowledge Snippets & Global Mailers. Journey & Channel Support To Carryout sanity testing for all live journeys post deployment activities in production along with the BTG & IT team. To do CUG testing across product journeys by coordinating with branches and digital teams To conduct on demand digital trainings with a group of units. Driving new products and initiatives on Digital Journeys. To drive launch of new products and enhancement on Digital Journeys. Provide support to channels in terms of trainings, user manuals, workshops etc. Create awareness by sending mailers and visiting branches and channel locations. Ensuring frictionless customer experience and seamless lead application journey to downstream applications for all new products Enhancements Experience Required 5+ years of experience in Banking across various functions like Finance, Vendor handling, Project Management, Production Support, Existing process automation, Digital Implementation etc.