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Customer and Agent Engagement Transformation (Workstream Delivery Manager)

Keywords / Skills : Customer and Agent Engagement Transformation , Digital Transformation

5 - 15 years
Posted: 2018-10-12

Nationality
Malaysia
Industry
Banking/ Financial Services
Function
IT
Role
Project Management
Education
Bachelors
Degree
Posted On
12th Oct 2018
Job Description
• Agree on what success looks like for Customer and Agent Engagement Transformation including Agency and Customer Self Service
• Quarterly Implementation Roadmap and Deliverables
• Identify QW and IT Enhancement Roadmap
• Identify Interdependency with Finance/ Sales and Marketing for transversal initiatives and agree on the common objectives
• Create a program governance model and resource plan for continued review, monitoring and steering
• Detailed diagnosis of Click-Call-Face (CCF) as-is state and design an optimised CCF strategy.
• Identify key reasons and pain points for low adoption of the existing tools – Agent and Customer Portal, and Mobile Apps
• Setup plan with Sales, Customer Care and Operations to drive adoption rates for the tools and increase usage of Self Service
• Assess the need for chatbot and gather regional best practices, if CCF diagnosis points to Chatbot and drive implementation of Chatbot.


About Company

InfoDrive Solutions (EA Licence No.13C6893) is a Technology Search and Consulting Company specialiases in providing Technology Search, Contracting, Managed Services and consulting services to Global MNC’s, SME’s and large Regional clients.
We use our years of experience in recruiting strategies to create a value added service to our Customers.
We cater in Technology domain in the below mentioned area:-

1. Technology Search:-

2. Contract/Staff Augmentation:-

3. Managed Services:-

At InfoDrive Solutions whatever we do we do that keeping in mind the long term relationships with our Customer, which mean going that extra mile to make the relationship stable and transparent.
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