AVC:Technology Solution Manager

Explain:

�        Axis Virtual Center engages with Axis Banks customers and prospects, virtually, through digital media to provide a seamless experience to customers while fulfilling their service requirements and using the opportunity to provide financial solutions via cross-sell and upsell.

�        The Quality Assurance function at AVC, ensures that processes and procedure designs are customer oriented and service delivery standards are measured and met resulting in high quality customer satisfaction, experience.

�        �This team conducts audits and related activities to measure adherence to process, compliance, and regulatory guidelines.

�        Supports sales and operations teams in the day-to-day improvement of transactions and its quality via employee engagement and coaching activities.

�        Keeps a check on any malpractices and defines actions basis severity of incidents.

�        The overall objective is to improve customer engagement leading to superior customer experience with improved productivity and sales effectiveness.

The role of a Team Lead for Technology Solutions for AVC is to oversee the development and implementation of technology solutions to optimize call center operations and enhance customer experience. This includes identifying technology needs and opportunities, developing and implementing technology solutions to address those needs, and monitoring and analyzing call center metrics to identify areas for further optimization. Manager �is also responsible for managing a team of technology professionals to ensure that all technology solutions are implemented effectively and efficiently, managing relationships with internal and external stakeholders, and ensuring compliance with all relevant laws and regulations. Manager should have strong knowledge of call center technology and software, including CRM systems and call routing software, excellent communication and interpersonal skills, and the ability to work in a fast-paced environment.

Key Responsibilities

�        Professional experience in both IT and Business (Banking)������������������������������������������������������������

�        Responsible for translating business needs to IT solutions.������������������������������������������������������������

�        Requirement gathering from business and preparation of requirement document����������������������������

�        Prepare project plan and closely monitor for desired results.�������������������������������������������������������

�        Partner with development team to ensure project meets specific needs and timelines��������������������

�        Respond to the development team queries���������������������������������������������������������

�        Compile and distribute reports / dashboards on application development�������������������������������������������������������������

�        Design and execute the test scenarios���������������������������������������������������

�        Demonstrate the functionality to sponsor�s / stakeholders�����������������������������������������������������������

�        Prepare training material for users����������������������������������������������������������

�        Post production support / enhancements������������������������������������������������������������

�        Identify the areas for Process optimization, automation to eliminate manual intervention�����������������������������

�        Introduce the latest technologies for business and asses its impact.����������������������������������������������������������

�        Work closely with all stakeholders���������������������������������������������������������� ��������������������������������������������������������������� ��������������� ����������������������������������������������� ��������������� �������������������������������

�        Bachelor�s degree in software development, engineering, project management

�        5+ years of experience as business analyst / Project manager in Banking BPO (Call centre)

�        Strong oral and written communication skills

�        Leadership skills

�        Inter personal skills

�        Analytical skills

�        Sound knowledge of retail banking products and Process

�        Knowledge of digital banking channels like, Internet Banking, Mobile App.

�        Retail Banking domain knowledge

�        Understanding of Financial products, the environment, markets etc.