DVP- Digital Customer Service

I am hiring for this position for one of our client working in Life Insurance Business. Role & responsibilities: To ensure outsourced contact-center partner is aligned with our Company service standards and expectations, To constantly drive cross-sell strategies, aligned with the functional and organizational targets. Ensure constantly evolving communication strategies, aligned with the evolving business requirements, along with acute business process and requirements understanding. Identify service and complaints volume reduction opportunities, drive initiatives & projects around it, in coordination with internal and external stakeholders, to minimize volume via assisted channels and regulatory platforms like IGMS portal. To implement and optimize value driven tech enablers for increased digital adoption, to enhance customer service, leading to cost optimization without impacting end customer experience Volume reduction by 25% in Top 10 scenarios. Ensure all aligned processes operate in adherence to the compliance and regulatory guidelines. Ensure constant automation of dashboards and reporting, as the process evolves. Ensure updation of functional SOPs at all times to avoid any adverse audit observations. To ensure that our Company is recognized and felicitated on various industry platforms & forums for exceptional and path-breaking customer service initiatives. Preferred candidate profile: Candidate who has an experience working in Life Insurance domain will only be preferred. We are looking for someone who has managed outsourced contact centers, driven cross sell/ up sell strategies, project management, process improvement, etc. Candidate should be good in Communication, Analytical skills, Logical aptitude and strong Inter-personal skills.