Associate, Specialist, Demand Manager, Contact Centre, Consumer Banking, Technology And Operations
Core
Lead the Self-Service Channel, Demand, and Customer Experience team to enhance customer satisfaction by driving digital migration, optimizing self-service operations, and achieving efficiency gains.
Role type
Senior IC Demand Manager (Contact Centre)
Builds
Self-service channels (IVR, Chatbot, CRM, Gen AI applications) and digital initiatives
Domain
Consumer Banking / Contact Centre Operations
Required skills
Demand forecasting, risk mitigation, digital strategy, stakeholder management, process improvement, audit compliance, KPI management (CSAT, containment rates), team leadership
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 optimization; 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
