Associate, Specialist, Demand Manager, Contact Centre, Consumer Banking, Technology And Operations

Lead the Self-Service Channel, Demand, and Customer Experience team focusing on digital migration to improve customer satisfaction and operational efficiency.

Drive strategic projects to optimize self-service channels such as IVR, Chatbot, CRM, and Gen AI, achieving cost savings and enhanced customer experience.

Forecast demand trends, mitigate operational risks, maintain knowledge management portal, and ensure compliance with bank and regulatory standards to meet key performance metrics like CSAT and contact ratio.

3-5 years of direct team handling and leadership experience.

Experience in data-driven roles related to project management, demand management, or self-service channel development including IVR, Chatbot, CRM, Gen AI, and Telco solutions.

Preferred experience in contact center or e-commerce environments with banking domain knowledge in Current Account Savings Account and Cards products.

Excellent written and verbal communication skills; proficiency in Hindi is a plus.

Experienced leader with a strong background in managing digital self-service channels and driving customer experience improvements in banking or related sectors.

Proven capability in stakeholder management at multiple levels and preparing management reviews and MIS reports.

Analytical and strategic thinker skilled in demand forecasting, risk mitigation, and operational process enhancements.