DTY Manager- Lead - Digital Customer connect Experience For AMC

Description:

Role Details:

Designation: Deputy Manager- Digital Customer connect AND Experience, Outbound
Role type: Individual contributorDepartment: DigitalReporting to: AVP & Lead Digital Customer connect AND ExperienceLocation: Mumbai HO

Your Role (summary):

This role will be responsible for

1. Establish out bound Customer connect for helping customers/ prospects and partners with out bound queries
2. Implementing Digital customer service strategies to enhance customer satisfaction, resolving escalated customer issues for web and app.3. Drive Cross sell and Upsell initiatives to bring out true potential4. Maintain and improve mechanisms for surveying and measuring customer satisfaction and disseminate feedback to the appropriate internal functions5. Utilise CRM system to manage the functions of receiving, assessing, analysing, resolving and documenting customers issues and complaints in accordance with agreed requirements6. Develop and maintain strong relationships with key customers, addressing their needs and concerns to foster long-term partnerships.7. Implementation and utilization of customer service software and tools to streamline processes and improve efficiency.8. Manage out bound calls/ queries related to Digital assets, fund and AMC related queries with objective of increasing the per customer product penetration.

9. Leverage Analytics & Digital capabilities like pre-filled transactions, servicing and KYC links to drive sharper conversations resulting into higher conversions
10. To help MFDs and other partners with Digital adoption and queries with the objective of leveraging own assets and get the maximum out of the captive assets.11. Make outbound calls directly to engage customers and drive business objectives.12. Oversee the outsourced VRM (Virtual Relationship Manager) model, ensuring quality, productivity, and adherence to KPIs.13. Drive customer engagement initiatives through digital and voice channels.14. Collaborate with internal teams for process improvements and customer experience enhancements.15. The role will involve making outbound calls directly as well as managing the outsourced VRM model.16. Expected to manage a headcount of 10-15 VRMs

Your will be responsible for:

• Driving out bound call centre equipped with Digital transactional capabilities
• New Customer Acquisition, new SIPs, retention of customers, reduction of redemptions and attrition control• Leverage CRM/ LMS capabilities and Digital assets like prefilled transaction links to reach out to customers and partners real time for maximum conversions• Maintain healthy relationships with high value customers

The experience you bring (Educational Qualification / Experience):
• 5 plus years of Experience in Financial industry, especially with Mutual Funds, Broking firms MBA in Marketing or Finance• Graduate

Certification/s: • NISM Series V - Mutual Funds Distributor Module certified