Senior Manager - CRM Customer Service

JOB TITLE

Senior Manager Customer Servicing, Campaign Management

GRADE

AVP-I

DEPARTMENT

Information Technology

SUB-DEPARTMENT

Solutions delivery ( CRM )

REPORTS TO

Head Solution Delivery CRM

REPORTING INTO

Business Analyst and System Analyst

ROLE PURPOSE & OBJECTIVE

• The incumbent will report to the Head Solution Delivery (CRM) IT responsible for execution and management of Onboarding lifecycle journeys, enhancing & optimizing the user experience in Onboarding modules and improve Existing module.

SIZE OF THE ROLE

FINANCIAL SIZE

NON-FINANCIAL SIZE

• Procurement-> For projects or vendor? as per need we have to procure the license infra etc
• Portfolio Managed? Operations,SQ,Phone banking, Rural and micro banking along with all stakeholder? All servicing goes via CRM only.

• Volume of services- 2000
• Quantity projects / etc.-->40 including mega and critical projects
• Volume of new hires onboarded? As per need
• Volume of recruitment etc.--> As per bank need

KEY DUTIES & RESPONSIBILITIES OF THE ROLE

Business/ Financials

• 7 out of 10 Projects/SRs to be delivered on Time
• Project Plan to be prepared for the projects
• Need to maintain 100% visibility on the request, with updates on time
• Raise Change requests as applicable to the changes
• Relevant documentation like BRD Enrichment, FSD / Release notes to be prepared for the SR's as applicable Financial Target: Implement automation wherever applicable Customization budget reduction 10%

Customer

• Adherence to client(internal) deliverables timelines
• Manage user experience to ensure clients satisfaction
• Handle escalation related to application and provide prompt resolution
• Guarantee confidential treatment of all the information gathered in various business applications and demonstrate the highest order of integrity as per the code of conduct of the organization
• Improve quality of service - L3 problem ticket management
• Introduce new products in system with proper analysis predictable time lines
• Escalation management - Handle escalation related to application and provide prompt resolution
• Manage Production support
• Handling Internal and external audit and closer
• managing with stake holders
• People management

Internal Process

• Manage day to day uptime of IT operations, implementation of change as per client/user requirements
• Ensure system uptime; provide day to day support to the business by maintaining availability of systems and resources
• Lead the entire process of customization of external software to meet business requirements where development of in house software is not feasible
• Manage the preparation of Business Requirement Document (BRD) Feature Specification Document (FSD)
• Oversee the development/customization of software by the vendor to ensure adherence to Ujjivans requirements and project timelines
• Execute the test cases and oversee documentation of necessary user manuals
• Manage necessary enhancement/corrections, provide support and guidance

Learning & Innovation

• Ensure adherence to training man-days/ mandatory training programs for self.
• Ensure goal-setting, mid-year review and annual appraisal process within specified timelines for self.
• Building a cross functional team and provide KT for the people identified for Finacle customization
• Participation in all internal/external training programs arranged by bank
• Performance Tracking in line with new initiatives
• Training to internal Team for new product and create backup

MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Educational

Qualifications

• Professional / Graduate Degree

Experience

• 7-14 years Hands on knowledge on Customer Servicing journeys , SDLC, SQL/, Excel, Experience in Customer servicing Functionality

Functional Skills

• Hands on knowledge on Customer servicing journeys
• Understanding of Business requirements/needs
• How customer Onboarding can be improved.
• SDLC, SQL/Oracle, Excel
• Experience in Customer onboarding Functionality
• Implementing new modules, testing and post-implementation supporting.
• Vendor team(s) management
• Training and managing staff to handle customer service issues.
• Provides mentoring, leadership, and organization to managers and supervisors
• Set organizational objectives.
• Make tough decisions.
• Manage departmental budgets.
• Maximize employee performance.
• Have a passion for technology.
• Must be a self-starter, dependable, and accurate in completing responsibilities with strong attention to detail and accuracy.
• Strong problem-solving, analytical, research and decision-making abilities are required.
• Take ownership of errors and finds ways to correct them appropriately.
• Must be able to multitask and the ability to be flexible in adapting to change.
• Ability to organize and prioritize work and manage projects.
• Understanding of the Application Architecture