RB-AVC:MIS & Analytics - Manager

About Axis Virtual Centre

Explain:

Axis Virtual Center engages with Axis Banks customers and prospects, virtually, through digital media to provide a

seamless experience to customers while fulfilling their service requirements and using the opportunity to provide

financial solutions via cross-sell and upsell.

The Quality Assurance function at AVC, ensures that processes and procedure designs are customer oriented and

service delivery standards are measured and met resulting in high quality customer satisfaction, experience.

This team conducts audits and related activities to measure adherence to process, compliance, and regulatory

guidelines.

Supports sales and operations teams in the day-to-day improvement of transactions and its quality via employee

engagement and coaching activities.

Keeps a check on any malpractices and defines actions basis severity of incidents.

The overall objective is to improve customer engagement leading to superior customer experience with improved

productivity and sales effectiveness.

About the Role

The role of MIS and analytics in AVC is to create and analyze data to improve operations, create and maintain

reports, and provide insights to the stake holders. This include and create and maintain data driven reports,

analyzing data to identify trends and areas of improvement, providing guidance on best practices for analysis and

reporting, ensuring data accuracy and integrity and communicating data insights to the stakeholders

Key Responsibilities

Run simulations of proposed/ desired incentive plan via BIU. Tracking the correctness of incentives

published, figure out issues in logics and resolve them.

Ensure Dashboards are correctly published via BIU, maintenance of regular dashboards. Help business

add new matrices on the regular dashboards, assist with customer level data insights.

Help Process and compliance team to faciliate data related queries received from Audit. Coordinate with

various stakeholders in BIU and provide RCA to draft correct response on queries

Assist in Budgeting activities

- Co-ordinate with PMs/NBMs to carry out any central anytical activities

- Ensure review-based data is going on time as per AVC Heads directives

Co-ordinate with all and publish KRA Scorecard within deadline to all resource, answering to queries on issues of scorecards - Daily Recon of vertical wise cases with product reporting - Highlight issues to BIU and get the sales discrepancy addressed within deadline Work with HR and Business to ensure correct staffing is getting publish, provide inputs on process of reporting, facilitate correct billing of offroll resources. Ensure Sales campaigns are run correctly, updates to be published promptly, provide justification exceptions and execution to be completed within stipulated timeline

Qualifications

Graduate / Post Graduate

Role Proficiencies:

Proficiency in data analysis and reporting tools like Excel etc.

Knowledge of Virtual Centre operations

Strong analytical and proble-solving skills

Attention to detail and accuracy

Strong communication and collaboration skills

Ability to work independently and within a team

Couinuous learning and adaptability to new technologies and processes

#ComeAsYouAre We are dil se open. Women, LGBTQIA+ and PwD candidates of all ages are encouraged to apply