AVC:Program Manager - ARB

About Axis Virtual Centre

• Axis Virtual Centre engages with Axis Banks customers and prospects, virtually, through digital media to provide a seamless experience to customers with core focus on customer relationship management by driving product sales & service.
• AVC currently operates with 4500+ strong teams across 9 centres, leveraging both human agents and automated calling solutions along with data analytics to scale outreach and drive efficient conversions.
• AVC plays a key role in revenue generation, deepening customer relationships, faster go-to-market execution for new product campaigns, maintaining high-cost efficiency.
• The overall objective is to improve customer engagement, leading to superior customer experience with improved productivity and sales effectiveness by Empowering every interaction - intelligently, seamlessly, securely.

About the Role

The role of a Program Manager for ARB channel AVC is to oversee the development and implementation of customers programs through the call center channel. This includes working with AVC sales team & AVC Program Lead to meet targets, developing and implementing sales and marketing strategy to drive customer acquisition & cross sell bank products along with monitoring and analyzing call center metrics to identify areas for improvement. The Program Manager is also responsible for developing and managing budgets and financial plans to support acquisition goals, managing relationships with other stakeholders, and ensuring compliance with all relevant laws and regulations. The Program Manager should have strong sales and marketing skills, excellent communication and interpersonal skills, and the ability to work in a fast-paced environment. In addition, they must have experience in program management, including project planning, execution, and monitoring.

Key Responsibilities

• Ensuring that processes are compliant with regulatory guidelines and help in improving customer experience and achieving business goals.
• Work under the guidance of the Program Manager Lead to identify improvement opportunities across verticals through, process mapping, metrics analysis, benchmarking, VOCs, etc.
• Study existing processes critically from a customer experience perspective across all stages and touchpoints in assisted digital customer journey.
• Deep dive to breakdown End to End process to proactively identify automation/improvement opportunities and create automation/transformation road map.
• Ensure the business impact and project objectives/dependencies are identified, reported on and always managed
• Drive change initiatives from evolution/efficiency identification through to project delivery.
• Actively monitor project risks to foresee/identify potential problems and proactively identify solutions to address in advance.

Qualifications
• Education (Graduate) 10+2+3, preferably with specialization in Human Resources Management
• Experience (6+ years in Process Excellence or related function)
• 3-5 years of relevant work experience (preferably in contact centre)
Role Proficiencies:
• Leadership skills
• Interpersonal skills
• Analytical skills Sound knowledge of retail banking products and Process
• Knowledge of digital banking channels like, Internet Banking, Mobile App.