Job Description
Chat Business Head - Banking/Insurance
- Responsible to manage the Team & Team leaders comprising of Bank officers who respond to customer's chat.
- To ensure all officers in the team deliver results with assigned productivity targets and quality to achieve the overall objective of Customer satisfaction.
- To effectively manage the team through motivation skills and interpersonal skills, to achieve the common objective of Customer satisfaction.
- To effectively guide and coach the team to help them achieve all performance parameters, there by achieving the overall goals of the unit.
- Define and execute strategy to optimize online chat experience, deliver results, and oversee overall channel success
- Manage the strategic evolution of our online chat program as well as identify and drive the use of other emerging online customer engagement tools
- Develop and implement methods and activities to increase customer experience, overall satisfaction, and retention
- Create personalized experiences for customers engaging via chat or online contact methods
- Use data and opportunity-identification methodology to help prioritize the work needed
- Be an authority to grow the inventory of high impact chatbot conversation flows
- Assist with the development of the bot operations roadmap and strive to meet quarterly targets
- Ideate and create customer journeys through self-service experiences like bot messages, and product builds, measure and improve our deflection rate
- Engage with cross-functional teams such as IT, Product, Marketing etc, when needed to understand the details of their business needs
- Stay current on industry trends, provide recommendations for improvement, and implementation, and adapt team operations to remain innovative
- Foster a culture of continuous improvement
- Provide team and leadership feedback on regular basis.
- Conduct Appraisal discussions
- Responsible to manage the Team & Team leaders comprising of Bank officers who respond to customer's chat.
- To ensure all officers in the team deliver results with assigned productivity targets and quality to achieve the overall objective of Customer satisfaction.
- To effectively manage the team through motivation skills and interpersonal skills, to achieve the common objective of Customer satisfaction.
- To effectively guide and coach the team to help them achieve all performance parameters, there by achieving the overall goals of the unit.
- Define and execute strategy to optimize online chat experience, deliver results, and oversee overall channel success
- Manage the strategic evolution of our online chat program as well as identify and drive the use of other emerging online customer engagement tools
- Develop and implement methods and activities to increase customer experience, overall satisfaction, and retention
- Create personalized experiences for customers engaging via chat or online contact methods
- Use data and opportunity-identification methodology to help prioritize the work needed
- Be an authority to grow the inventory of high impact chatbot conversation flows
- Assist with the development of the bot operations roadmap and strive to meet quarterly targets
- Ideate and create customer journeys through self-service experiences like bot messages, and product builds, measure and improve our deflection rate
- Engage with cross-functional teams such as IT, Product, Marketing etc, when needed to understand the details of their business needs
- Stay current on industry trends, provide recommendations for improvement, and implementation, and adapt team operations to remain innovative
- Foster a culture of continuous improvement
- Provide team and leadership feedback on regular basis.
- Conduct Appraisal discussions
💡 Quick Summary
Seeking a career-building opportunity? The Head | Chat Business | Banking|Insurance |+|15 yrs position is now open for candidates interested in the Bank Jobs sector. This role in Mumbai, offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.
