Manager Self-care & design support- Sr Manager (Job code: JB00043017)

10 more candidate(s) also applied for this job.

Posted on - 12/01/2017

 
  • Key Skills:
    Candidate should have MBA/Post Graduate,Job experience in Relevant industry.
    Industry:
    CRM / CallCentres / BPO / ITES / Med.Trans, Retailing, Telecom
  • Functional Area:
    IT / Telecom - Software, Marketing / MR / Media Planning, Customer Service / Telecalling / Backend
    Functional Specialization:
    NA
  • Qualification:
    MBA / PGDBM
    Qualification Specialization:
    NA
  • Location:
    Mumbai
  • Experience:
    12 - 15 yrs.
  • Yearly Salary:
    Negotiable
 

JOB DESCRIPTION :

Job Title:
Job Title:  Manager Self-care & design support- Sr Manager



Qualification:  MBA/Post Graduate




Experience :   Must Have 12-15 years

Reporting to (Position): Lead - Self Care

Job Mandate :

The purpose of this role is to creation of Use Cases and system requirements based on benchmarking and agreed functionalities & Coordinate with cross functional teams to drive customer adoption. Ensure correct, relevant, updated information on the self-care channels

 

Job Description:

Ecommerce / Banking Background or any industry worked on Features and Functionality of Application based, familiar with Apps/Web applications.

  • Creation of Use Cases and system requirements based on benchmarking and agreed functionalities
  • Coordinating with ISO team clarifications for functionality development
  • Creation of Test Cases for self-care functionalities
  • User Acceptance testing
  • Implementation of self-care strategy across all Online and ODP platforms
  • Coordinate with cross functional teams to drive customer adoption
  • Ensure correct, relevant, updated information on the self-care channels
  • Drive KPIs by analyzing performance and MIS reports
  • Monitor customer satisfaction and service level metrics and publish management dashboard

Knowledge & Skills

Professional Qualification : Preferably - MBA., Professional experience of min 8 yrs., at least 3 yrs. in telecom in a service function,  should have min 2 yrs. of NHQ exposure

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