Associate, Specialist, Demand Manager, Contact Centre, Consumer Banking, Technology And Operations
Core
Lead the Self-Service Channel, Demand, and Customer Experience team to drive digitalization, enhance customer satisfaction, and optimize self-service channel operations through efficiency gains and digital migration.
Role type
Senior IC Demand Manager (Contact Centre)
Builds
Self-service channels (IVR, Chatbot, CRM, Gen AI applications) and digital initiatives for consumer banking customers.
Domain
Consumer Banking / Contact Centre Operations
Required skills
Demand forecasting, risk mitigation, digital project leadership, stakeholder management, process optimization, audit compliance, KPI tracking (CSAT, containment rates), data analysis
Preferred skills
Contact center environment experience, e-commerce background, banking sector experience (Current Account, Savings, Cards), Hindi language proficiency
Technologies
IVR, Chatbot, CRM, Gen AI
Responsibilities
Analyze demand trends and forecast risks; drive cost-effective digital initiatives; execute volume reduction plans; lead strategic projects for self-service channel improvement; maintain knowledge management portal; mitigate project risks; develop process enhancement journeys; ensure audit compliance; achieve KPIs.
Seniority
Mid-Senior, hands-on IC with team leadership
