Job Description
Role Responsibilities
Strategy
• Responsible for the Human Assisted Channels functions by delivering seamless, instant, and personalized customer experience through human assisted channels of the Bank.
• Define, manage, and control all existing human assisted channels of the bank.
• Set and implement digital strategy by working with cross-functional partners to map and transition traditional processes to digital ones.
• Identify and address critical customer experience and security gaps related to human assisted channels.
• Identify and execute critical improvements and efficiency gains regarding the development and maintenance of human assisted Channels.
• Leverage new technologies to maximize channel interactions and optimization.
• Lead global platform strategy development of all relevant assisted (Voice), hybrid (chat) and digital (Bots) customer interaction channels.
Business
• Responsible for driving efficiency of customer traffic within human assisted channels.
• Maintain and improve availability and performance of human assisted channels.
• Work effectively with all partners such as Segments and Products, Distribution, Voice and Virtual, Retail Analytics, Digital Capabilities, Design and Client Experience, Risk and Controls, etc. to maximize success.
• Design and create road map of innovation and compelling new services for the bank.
• Deliver change management agenda within budget and risk appetite.
Processes
• Define human assisted channels KPI s. Monitor, analyse and communicate performance of feature releases.
• Keep abreast of all developments in digital client experiences globally, across all non-banking industries as well (e.g Retail, Airlines and Telecommunications) and conduct regular competitor analysis and macro research to understand the latest best practices.
• Engage with external vendors to review use cases and new technologies beneficial to the bank.
• Design and execute human assisted channels change roadmap in strong alignment with markets and global stakeholders.
• Identify and address dependencies with bank wide domains.
• Build dashboard to track KPIs and share with stakeholders on an on-going basis.
• Oversees and improve all critical customer traffic generated via or from human assisted channels of the bank.
• Work with risk and compliance on improving the existing framework to facilitate digital business growth.
• Own and Manage Hive level financial and investment prioritization.
People and Talent
• Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.
• Ensure the provision of ongoing training and development of people, and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
• Employ, engage and retain high
Strategy
• Responsible for the Human Assisted Channels functions by delivering seamless, instant, and personalized customer experience through human assisted channels of the Bank.
• Define, manage, and control all existing human assisted channels of the bank.
• Set and implement digital strategy by working with cross-functional partners to map and transition traditional processes to digital ones.
• Identify and address critical customer experience and security gaps related to human assisted channels.
• Identify and execute critical improvements and efficiency gains regarding the development and maintenance of human assisted Channels.
• Leverage new technologies to maximize channel interactions and optimization.
• Lead global platform strategy development of all relevant assisted (Voice), hybrid (chat) and digital (Bots) customer interaction channels.
Business
• Responsible for driving efficiency of customer traffic within human assisted channels.
• Maintain and improve availability and performance of human assisted channels.
• Work effectively with all partners such as Segments and Products, Distribution, Voice and Virtual, Retail Analytics, Digital Capabilities, Design and Client Experience, Risk and Controls, etc. to maximize success.
• Design and create road map of innovation and compelling new services for the bank.
• Deliver change management agenda within budget and risk appetite.
Processes
• Define human assisted channels KPI s. Monitor, analyse and communicate performance of feature releases.
• Keep abreast of all developments in digital client experiences globally, across all non-banking industries as well (e.g Retail, Airlines and Telecommunications) and conduct regular competitor analysis and macro research to understand the latest best practices.
• Engage with external vendors to review use cases and new technologies beneficial to the bank.
• Design and execute human assisted channels change roadmap in strong alignment with markets and global stakeholders.
• Identify and address dependencies with bank wide domains.
• Build dashboard to track KPIs and share with stakeholders on an on-going basis.
• Oversees and improve all critical customer traffic generated via or from human assisted channels of the bank.
• Work with risk and compliance on improving the existing framework to facilitate digital business growth.
• Own and Manage Hive level financial and investment prioritization.
People and Talent
• Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.
• Ensure the provision of ongoing training and development of people, and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
• Employ, engage and retain high
💡 Quick Summary
Seeking a career-building opportunity? The seekers for Head| Human Assisted Channels 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.