Lead|Customer Excellence |amp| Digital Repayment|

• The candidate should possess strong skills in data management, analysis and processing, having an ability to translate raw consumer support data and information into actionable solutions and to make improvement strategies.
• Drive collaboration with internal stake holders to develop & implement requirement for new and existing systems/solutions.
• Have technological acumen to leverage the use of modern technology in day to day process management to reduce overall customer turnaround time and give superior digital services to customers.
• Should be able to review processes and identify the need of People, Policy & Process fix, technology fix and training fix. Ability to think creatively and strategically, have the ability to multi-task and work comfortably under pressure, to identify issues and work to resolve them in partnership with business leaders & other stakeholders (Customer service, Information technology, legal, compliance etc)
• Ability to prioritize, manage multiple projects and meet deadlines, possess strong problem-solving and decision-making skills, be self-motivated working under minimal supervision
• Responsible for creating relevant and timely messages/content for our customers and building a variety of communications programs to keep them informed and engaged, increase customer satisfaction, enhance their overall customer experience.
• Should be able to identify issues and put corrective & preventive actions.
• Conceptualization, Building Solutions in constant discussion with Business partners, OEM (Solution Providers) & Tech stakeholders and presenting the approach to senior management by using presentation tools.
• Build Up Digital workflows and systems connecting front to back offices for seamless execution.
• Understanding of Project Management Life Cycle to drive Project deliverables which includes Requirement Gathering, Conceptualizing, Scoping, Required Document finalization, Testing and final product delivery.
• Candidate should have sound technical skills to drive Digital System integrations within multiple applications.
• Ensures that customer support activities are seen to deliver measurable and significant value to businesses.
• Possession of academics or any certification in Quality & Benchmarking Standards may be given more preference.
• Candidate should have skills to scrutinize necessary information/data by using various analytical tools to present the information in more effective manner.
• Customer support procedures that are Cost effective that nurture continuous improvement.
• Ensuring Process & Security Governance in the Unit with respect to Document Completion (SOP etc), Risk & Self-Assessment, User Access Review, PII information security & third party vendor security.
• Unit Budget Management & Regular monitoring of Cost & Expense.
• Audit Deliverables Tracking.
• Presentation Skills: Should have good command over written and verbal communication.
• Influencing Skills: Ability to engage stakeholders and build relationships with stakeholders to achieve execution outcomes.
• Delivery & Result Oriented: Ability to work under pressure, meet deadlines while maintaining consistent quality.
• Team Management: Ability to provide guidance to Team Members and ensuring delegated tasks are executed as per time lines with desired accuracy.

High skills on Data Analysis , Massaging, Deep Dive Analysis & Presentation