IDFC FIRST Bank—Product Manager-Digital Transformation Delivery-Customer Experience

Job description

Description: Work Experience Job Title: Product Manager-Digital Transformation Delivery-Customer Experience Department/Function: Service Job Purpose As a Product Manager - Delivery in the Customer Experience (CX) team, your mission is to enhance customer satisfaction by driving strategic initiatives aligned with the role's KRAs. You will collaborate with cross-functional teams to deliver impactful outcomes, improve operational efficiency, and contribute to governance, compliance, and customer-centricity. Roles & Responsibilities - Identify current peaks and identify holistic solutions to address those peaks, through reduction in calls volumes, reduction in number of complaints, reduction in AHT, increasing SLs, increasing in STP Journeys to ensure whatever calls are landing are addressed immediately. - Work with SFDC Platform to optimize SRs, Log a Call, Query and Requests coming on SFDC. Ensure fully transparent tracking of these right from calls landing at IVR, Emails being received and Social Media Escalation. Ensure these are all well tracked against LOBs and published regularly. - New Workbench to be created across all Servicing Channels, ensuring the customer experience across channels and touch points of the Banks to remain standardized. - No F1 Team, no emails, manual excels MIS or even bulk upload in any journey. All journeys to be either STP or designed to eliminate these redundancies. Reduce dependency on L3, shift left to L2 and L1, L0. - Service landing issue & event integration, call context to be prompted by the Workbench for superior handling and no manual SR creation needed. Basic details to be opted for SR to be auto created and stamped. - All calls, emails and escalations landing to the agent to be resolved in First Contact Closure, either through STP Journeys or processes optimized to resolve under 30 minutes with upfront communication to the customer. - Knowledge management for servicing – input for training, Agent Scripts to drive Digital Adoption to reduce repeat SRs and educate the customer on self servicing platform, SOP, and Arya. - Facilitate regular cadences with: - System Platform Owners - CX Champions - CDC, Email, and Social Media Teams - Training, Budget, and Controls Teams - Loan Center and Service Quality Teams - BIU Team - Support PMO activities and governance processes including OMs and Pre-OMs. - Recommend process and policy improvements to enhance service efficiency and customer satisfaction. - Strong product management and analytical skills - Experience with digital platforms, especially Salesforce - Proven ability to drive automation and process optimization - Excellent stakeholder management and cross-functional collaboration - Effective communication and team leadership capabilities Educational Qualifications: Graduation: Bachelor of Commerce (B.com) / Bachelor of Science (B.Sc) / Bachelor of Arts (BA) / Bachelor of Business & Insurance (BBI) / Bachelor of Management Studies (BMS) Post-Graduation: Master of Business Administration (MBA) / Master of Commerce (M.com) / Master of Arts (MA) Experience: 2 - 5 years of relevant experience Skills: product management, salesforce, process optimization, stakeholder management, cross-functional collaboration, governance processes, compliance, complaint management, workflow redesign, service quality management, analytical skills, governance, complaint resolution management, training delivery, personal branding, digital transformation, competitive analysis, problem solving, learning agility, customer segmentation, automation, cross-functional leadership, developing people, communication & influence, change management, digital literacy, call handling metrics & service quality, service quality measurement, crm system proficiency, customer experience strategy