Responsibilities:

• Enhance customer experience by simplifying processes, launching user-friendly interfaces with better navigations, and reducing wait times for digital channels.
• Understand business requirements and introduce procedures that fulfill business needs with improved customer experience.
• Expand features and capabilities of services based on internal/external customer feedback and changing market demands.
• Define requirements in user-understandable language within Business Requirements Documents.
• Conduct and assign resources for User Acceptance Testing during sprint deliveries.
• Perform detailed testing and successful deployment with minimal downtime of new services and features being introduced into digital channels.
• Perform drilled-down analysis over customer data to target the right audience to enhance digital growth with limited resources.
• Leverage data analytics to gain deeper insights into customer behavior and usage patterns, and use this information to personalize services and improve the overall customer experience.
• Evaluate and suggest changes that would significantly impact the scope and timeline of a project.
• Develop strategies and come up with creative ideas that will help in enhancing digital penetration.
• Use targeted marketing campaigns to increase awareness and adoption of digital channels.
• Analyze business requirements and current business processes using applicable modeling and analysis tools, methods, and standards, and present them for validation of requirement analysis done by the team.
• Devise appropriate business solutions and strategies for organization efficiency enhancement and business process automation.
• Receive and understand automation requests from teams across Customer Services Department, discussing and analyzing the requirements of automation, including business workflows, functional and technical specifications.
• Understand technically complex projects and prioritize projects with the IT team, discuss associated costs and timelines, and share prioritized projects with management for further action and approval.
• Conduct and arrange training sessions to ensure all new developments involved in projects are educated to CS teams.
• Increase digital penetration numbers and assist in go-to-market strategy for higher digital adoption.
• Work collaboratively with stakeholders to achieve yearly targets, explore new digital solutions, and enhance overall customer experience for business growth.
• Identify use cases for digital channels to deflect interactions from physical channels to digital.
• Deliver clear and concise business updates during meetings and effectively manage management’s expectations.
• Work closely with subject matter experts or management to develop and implement plans.
• Develop and sustain positive relationships with all stakeholders, as well as delivering business updates during meetings while effectively managing the expectations of management.
• Prepare and present bi-monthly status reports to management and act as a liaison between them and external vendors to arrange meetings on urgent issues while serving as a mediator to resolve any disputes.
• Manage direct reports’ performance through goal setting, continuous support and feedback, and assist in managing indirect reports’ performance.
• Develop and implement strategies to provide staff with the necessary skills and knowledge and proactively identify and address any training needs for the professional growth and development of subordinates.

Knowledge:

• Understand the fundamentals of software development processes and procedures.
• Strong understanding of Agile and Scrum Methodologies.
• Hands-on experience with Project Management tools like Asana, Jira, Zoho, etc.
• Proven work experience in leading, execution, and deployment of simple to complex and large scaled mobile applications.
• Working exposure to WhatsApp for business with the ability to come up with logical ideas to implement business processes.
• Strong background in project management holding experience in following project management principles.
• Understanding of business value related to features and functions.
• Must be skilled in developing strategies, incorporating processes, and introducing features that support business growth.
• Experienced in Interactive Voice Response and its processes, usage, enhancement, and testing.
• Understanding of the Software development life cycle.
• Knowledge of UI/UX design, development, testing, and deployment of projects