Job Description

Role Details:
Designation: Senior Manager- Digital Customer connectExperience, Inbound
Role type: Individual contributor
Department: Digital
Reporting to: AVP & Lead Digital Customer connect & Experience
Location: Mumbai HOYour Role (summary):This role will be responsible for
1. Establish in bound Customer connect through calls, mails, messages and social media feeds for helping customers/ prospects and partners with in bound queries
2. Interact with Digital customers to understand and resolve queries/ complaints to enhance customer satisfaction for web and app.
3. Drive Cross sell and Upsell initiatives to bring out true potential
4. Leverage gained knowledge with respect to AMC products, processes like KYC, payment and other specific queries related to Financial or non financial transactions.
5. Maintain and improve mechanisms for surveying and measuring customer satisfaction and disseminate feedback to the appropriate internal functions
6. Utilise CRM system to manage the functions of receiving, assessing, analysing, resolving and documenting customersxe2x80x99 issues and complaints in accordance with agreed requirements
7. Develop and maintain strong relationships with key customers, addressing their needs and concerns to foster long-term partnerships.
8. Implementation and utilization of customer service software and tools to streamline processes and improve efficiency.
9. Manage in bound calls/ queries related to Digital assets, fund and AMC related queries with objective of increasing the per customer product penetration.10. Leverage Analytics & Digital capabilities like pre-filled transactions, servicing and KYC links to drive sharper conversations resulting into higher conversions
11. 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.Your will be responsible for:xefx82xb7 Driving in bound call centre equipped with Digital transactional capabilities
xefx82xb7 New Customer Acquisition, new SIPs, retention of customers, reduction of redemptions and attrition control
xefx82xb7 Leverage CRM/ LMS capabilities and Digital assets like prefilled transaction links to reach out to customers and partners real time for maximum conversions
xefx82xb7 Maintain healthy relationships with high value customersThe experience you bring (Educational Qualification / Experience):xefx82xb7 5 plus years of Experience in Financial industry, especially with Mutual Funds, Broking firms MBA in Marketing or Finance
xefx82xb7 GraduateCertification/s:
xefx82xb7 NISM Series V - Mutual Funds Distributor Module certified

Talent Leads HR Solutions