Job Responsibility:

• Coordinating with cross-functional teams like Operations, Technology and Sales, to create and continuously enable changes in changes in application form, workflows, policies etc.
• Defining new processes and documenting of processes
• Undertaking projects to identify gaps in processes and initiate corrective action wherever required, including improvement in end-to-end login-to-disbursement turnaround time
• Strategically responsible for customer experience – Innovation, Conceptualize and Implement Digitization of customer service framework, Product development and management, New CRM implementation and      integration, Automation of customer service processes, and redesigning of core system to support mobility
• Taking complete ownership of user experience across all our products
• Create prototypes and design flow; present the mock designs to the team/ management and seek approval to take live
• Driving digital penetration of customers through various initiatives and projects
• Enhanced the data collection process with some validations to reduce the overall TAT
• Gain a deep understanding of customer experience, identify and fill product gaps and generate new ideas that grow market share, improve customer experience and drive growth
• Scope and prioritize activities based on business and customer impact
• Research new technological trends so as to figure out how to incorporate them into products
• Lead the development of project plans, schedules, budgets, and appropriate systems documentation
• Facilitate team input into various stages of product development and design
• Define and analyze performance metrics & prepare project status and feature