Principal Manager - Customer Experience Technology and Support Services

Principal Manager-Technologist-SUPPORT SERVICES-Applications-CTB

Job Purpose: To execute transformation projects aimed at providing a seamless experience for customers (internal and external) and create high-impact shift in how service is delivered.

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Principal Accountabilities:

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1. Customer Experience Strategy:

 

• Execute customer Experience Strategy covering all the aspects related to Kotak Mahindra overall vision & strategy to delivery best customer experience across any industry
• In any ecosystem must have designed and implemented CRM enterprise and custom solutions. Implemented omnichannel integrations across multiple channels.
• Worked on digital initiatives aimed at developing strategies, business prospects, and new technology. Identify new market spaces through examining trends and market disruptions, as well as looking for new market possibilities.
• Map end to end customer journey, understand the key interactions in the customer lifecycle
• End to end project management experience such as designing wireframes, prototyping, proof of concept, conceptualising. Initiating kick-off meeting, initial workplan development, Business Requirements Document (BRD) preparation, etc. Lead the processes for BRD submission, revision, approval of Functional Specification Document.
• Should be responsible for designing test scenarios for automated, manual, usability tests. Plan and conduct all types User Acceptance tests which are critical to get technical and functional acceptance and overall approval
• Making sure smooth movement to production and post deployment reviews are conducted 
• Identify customer needs and convert them into preferred solutions to create unique and memorable experiences at defined touchpoints of customer lifecycle. Act as a creative thinker and propose new ways to look at problems by using data and available information.
• Change the conventional service modal by redesigning processes/systems; establishing and monitoring and analyzing results; implementing changes
• Should have good analytical skills, an eye for detail and positive attitude in terms of finding best solution to problems, issues or requirements
• Collaborating with respective business unit leaders to ensure smooth implementation of initiatives and acceptance of changes in totality. Working together with multiple stakeholders across business functions to achieve impact of strategic initiatives. Responsible for effective adoption of innovation-led practices and change management.
• Managing and measuring the execution of adoption new processes and system changes. Develop training plans, create, and deliver training materials to a diverse range of business teams Creation of knowledge bite size templates, blue books and training framework. 

 

 

Performance Measure of Success:

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• Individual Accountability
• Shared Accountability
• Digital Initiatives & Innovations
• Stakeholder management
• Ability to take an end to end view across the customer journey
• Compliance 
• Knowledge of Competition and current trends in financial industry
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• Project Management
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Key relationships:

 

• External
• Internal
• Technology Service Providers
• Government officials 
• Customer Service
• Product
• Compliance 
• Risk
• Branch Banking 
• IT

     

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Functional Competencies:

• Should have managed multiple customer service operations and should have capability to manage any level of operations and more 
• Incumbent should have strong technological exposure in Customer Experience 
• Should have established automated customer experience from scratch, Proven ability to develop innovative solutions for increased productivity
• Superior negotiation skills in both internal and external settings 
• Technology enthusiast and highly motivated individual with understanding of any of Service related platform like Sales force service or, Service now, Microsoft dynamics.
• Strong working knowledge of data analysis and performance metrics using business management software (e.g., SAP, ERP, CRM), specific knowledge on SFDC, Finacle, FIS Switch, V+ will be additional advantage 
• Conversant with best market practices/ assessment approach
• Deeply familiar with agile ways of working, ideally with a Scrum Master certification
• Good Understanding of latest Web and Mobile technologies. Well versed with UAT tools and techniques
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Leadership Competencies (3 Critical competencies):

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• Result orientation with execution excellence
• Leveraging Human Capital
• Weaving passion and energy at work

 

 

 

Qualification and Experience:

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Qualification

Experience

• Bachelors (in any field)
• Masters 
• 12 – 15 years of experience in Customer Experience, Technology enablement to offer best in class customer experience

 

 

 

Role progression to (Grade/function/location/business):

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Experience Level

Senior Level