AVP and Lead Digital Customer connect Experience

Job Description: Role Details: Designation: AVP and Lead Digital Customer connect Experience Role type: People Manager Department: Digital Reporting to: Director and Head- Digital Location: Mumbai HO Your Role (summary): AVP and Lead Digital Customer connect and Experience This role will be responsible for Establish Customer connect for helping customers with challenges faced for transactions or servicing their queriesDeveloping and implementing Digital customer service strategies to enhance customer satisfaction, resolving escalated customer issues for web and app, and leading a team of customer service representatives for DigitalDrive Cross sell and Upsell initiatives to bring out true potentialMaintain and improve mechanisms for surveying and measuring customer satisfaction and disseminate feedback to the appropriate internal functionsUtilise CRM system to manage the functions of receiving, assessing, analysing, resolving and documenting customers issues and complaints in accordance with agreed requirementsDevelop and maintain strong relationships with key customers, addressing their needs and concerns to foster long-term partnerships.Oversee the implementation and utilization of customer service software and tools to streamline processes and improve efficiency.Manage in bound and out bound calls/ queries related to Digital assets, fund and AMC related queries with objective of increasing the per customer product penetration.Leverage Analytics & Digital capabilities like pre-filled transactions, servicing and KYC links to drive sharper conversations resulting into higher conversionsTo 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: Driving in bound and out bound call center equipped with Digital transactional capabilities Manage, recruit, motivate and upskill team members New Customer Acquisition, new SIPs, retention of customers, reduction of redemptions and attrition control Leverage CRM/ LMS capabilities and Digital assets like prefilled transaction links to reah out to customers and partners real time for maximum conversions Maintain healthy relationships with high value customers The experience you bring (Educational Qualification / Experience): 10 plus years of Experience in Financial industry, especially with Mutual Funds, Broking firms MBA in Marketing or Finance from a premier Tier I or II institute Graduate Certification/s: NISM Series V - Mutual Funds Distributor Module certified .