Lead|Technology Delivery|Customer Experience

Job Description

Role/ Job Title: Lead-Technology Delivery-Customer Experience

Business: Service

Function/ Department: Customer Experience

Place of Work: Mumbai, BKC

Job Purpose

The Lead-Technology Delivery-Customer Experience role entails to design, implement and drive adoption of technology solutions for our customer experience transformation initiatives. The candidate will be responsible for delivering complex technology projects on time, within budget and to the satisfaction of stakeholders.

Roles & Responsibilities
• Develop and execute a technology delivery strategy for the customer experience transformation initiatives
• Manage a team of technology professionals, coordinating with cross-functional teams and collaborating with business partners to ensure a seamless end to end customer experience.
• Work closely with cross functional teams to develop projects, plans, schedules and budgets.
• Drive continuous improvement in project delivery methodologies, best practice and standards
• Evaluate and recommend new technologies and tools that can enhance project delivery and support business objectives
• Collaborate with business partners to identify and prioritize opportunities for technology innovation and improvement

Secondary Responsibilities

KEY ATTRIBUTES:
• Expertise in Digital CX process design and process improvement.
• Expert in value stream mapping, root cause analysis, change management and project management.
• Full understanding of life-cycle project management.
• Lean Six Sigma Black Belt or PMP are a plus.
• Aptitude to communicate and deliver on multiple projects simultaneously, strong prioritization and organization skills.
• “Problem Solver” and able to quickly identify and understand issues and drive towards effective resolution.
• Management Graduate from Premier business school, 12+relevant experience from fintech/consumer industry.

Managerial & Leadership Responsibilities
• Champion IDFC First's customer first culture by driving the team to take up high degree servicing norms to ensure absolute customer delight
• Attract and retain best-in-class talent for key roles in their reporting structure
• Monitor key parameters on employee productivity, hiring quality and attrition rates and make necessary improvements

Key Success Metrics

Number of Projects completed, SR Reduction, Project timelines etc