ACN GN - SONG - Service - CX - Service Design -Analyst

About The Role

Job Title Industry SME Banking / Senior Manager S&C GN SONG

Management Level:06 Senior Manager

Location:Bangalore/ Gurgaon/ Chennai/ Pune/ Hyderabad/ Mumbai

Must have skills:Customer Service Strategy and Transformation, Technology, and Innovation

Good to have skills: Industry Trends and Disruptions, Digital Literacy, Value architect, Product Owner, Business Analyst, Digital transformation, Business case creations for Contact center transformation.

Experience: 10+ Years preferably in a Bank

Educational Qualification:Post Graduation in Business Management

Job

Summary:

We are seeking an initiative-taking and experienced Senior Manager to lead our Customer Service team, with a strong focus on leveraging technology, driving innovation, creating business value, reducing operational expenses, and maximizing customer satisfaction (CSAT). This role is critical in shaping the future of our customer service and ensuring we remain at the forefront of the banking industry.

If this role resonates with you, we invite you to discover many exciting global opportunities available within Accenture Strategy & Consultings Customer, Sales & Service practice.


Roles & Responsibilities:

Retail and Commercial Banking Expertise: Serve as a recognized subject matter expert (SME) on retail and commercial banking processes, products, and services. Maintain a deep understanding of core banking systems, lending, deposit, payment, and other banking functions.

Customer Service Strategy & Vision:Develop and execute a customer service strategy that aligns with the bank''s overall business objectives, focusing on technology integration, innovation, and delivering exceptional customer experience.

Customer Service KPI Mastery: Possess a strong understanding of key customer service performance indicators (KPIs) in the banking sector, including customer satisfaction (CSAT), Net Promoter Score (NPS), first call resolution (FCR), average handle time (AHT), cost per contact, Employee Satisfaction etc. Be able to analyze and interpret these KPIs to identify areas for improvement.

Competitive Analysis: Conduct competitive analysis to identify best practices and emerging trends in the banking industry. Benchmark the bank''s performance against competitors and identify opportunities to differentiate.

Technology & Innovation Leadership:Identify, evaluate, and implement innovative technologies and digital solutions to enhance customer service, such as AI-powered chatbots, personalized banking platforms, mobile-first solutions, and advanced analytics. Drive the adoption of these technologies within the customer service team.

Business Value Creation:Demonstrate a clear link between customer service initiatives and tangible business outcomes, such as increased customer acquisition, retention, cross-selling, and revenue generation. Develop metrics to track and report on the business value created.

Digital Transformation Leadership: Drive the digital transformation of customer service, including the implementation of self-service portals, mobile apps, CRM systems, and other relevant technologies. Focus on creating seamless omnichannel experiences. Experience in integrating these technologies into a Banking firm''s ecosystem is essential.

Cross-Functional Collaboration:Collaborate effectively with other departments, such as product development, marketing, and IT, to ensure alignment and seamless integration of customer service initiatives.

Client Engagement: Consult with clients on their customer service strategies and provide expert guidance on transformation initiatives, with a focus on technology and AI adoption. This may involve leveraging knowledge of specific insurance regulations and compliance requirements.

Pre-sales activities:Lead and contribute to pre-sales activities including response to RFPs, creating proofs of concept, creating effective presentations, demonstrating solutions during client orals, effort and cost estimation process, Business Case development etc.

Thought Leadership:Lead practice-specific initiatives including creating points of view, creating reusable assets on contact center space, performing analysis on industry research and market trends and bringing in innovative solutions etc.

Continuous Learning:Ability to take new challenges and to be an enthusiastic learner.

Qualification

Professional & Technical Skills:

MBA from a tier 1 or tier 2 institute.

10+ years of digital experience and solid knowledge of industry tools and understanding of designing intuitive and responsive user experiences.

Experience in working for a Banking company in Service Transformation role / Solid experience developing interactive models using conversational platforms and deep understanding of customer-centered design processes with consulting experience (optional).

Experience of working with business stakeholders across multiple geographic areas, with different priorities and requirements.

Ability to work in high-paced and complex projects and understand industry-specific customer service processes, operations and functional needs.

Thorough skills to manage stakeholder expectations and be engaging in resolving issues and risks for the success of the project.

Bachelors degree in related field or equivalent experience and Post-Graduation in Business management would be an added value.

Experience leading the design and implementation of contact center applications, from concept to deployment, is highly desirable.

Additional Information:
An opportunity to work on

transformative projects with key G2000 clients

Potential to

Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.

Ability to embed

responsible business into everythingfrom how you service your clients to how you operate as a responsible professional.

Personalized training modules to develop your

strategy & consulting acumen to grow your skills, industry knowledge and capabilities

Opportunity to thrive in a

culture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.

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