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The role is responsible for working closely with the AVP Digital to:
A. Manage all queries of L1 with the help of L1 engineers
B. Timely closure of all digital asset queries from L1 & L2
C. Help for creating & publishing dashboards on system and usage patterns as per defined timelines for L1 queries
D. Help for creating Adoption data for all digital tools.
E. Person should be well versed with MS Excel including functionalities like Pivot, Vlookup, Macros etc
Job Context/Job Challenges:
Key Challenges for the role –
Managing L1 team for timely closure of tickets
Liaise with Central MIS team to get usage report of various digital tools
| KRA (Accountabilities) (Max 1325 Characters) | Supporting Actions (Max 1325 Characters) | |
|---|---|---|
| KRA1 | L1 Support | 1. Ensure ticket to be raised for each & every issue 2. Proper allocation of L1 engineers for HDFC & Non HDFC channels 3. Ensure all calls to be answered by L1 (Helpdesk Team) 4. Timely closure of all tickets with the help of L1 & L2 |
| KRA2 | Create dashboards and MIS reports | 1. Ensure that accurate dashboards are prepared to track the usage of processes by coordinating with various stakeholders 2. To assist in creating other MIS reports within the given timelines 3. Provide report to end user for adoption rate of digital tools |
| KRA3 | Monitor usage and continuously help on achieving usage goals | 1. Engage with end users proactively basis analytics of usage & take corrective action including escalation matrix to channel leadership. 2. Assist in preparing presentations for the Steercom on the progress and set up meetings for interventions/support that may be required from them from time to time. |
Eligibility typically includes the qualifications and experience outlined in the job description above, with around 4-7 Years years of relevant experience expected for this role.
The key responsibilities for this role are detailed in the Key Responsibilities section above, covering the core duties expected of a Associate Product manager- Voice AI at Aditya Birla Group.
This role requires around 4-7 Years years of relevant experience, as specified in the job listing. Please refer to the Qualifications & Experience section above for full details.
Skills relevant to this position are outlined in the Qualifications & Experience section above. In general, strong communication, domain knowledge, and the ability to meet role-specific targets are valued across similar BFSI positions.
You can apply directly using the Apply Now button on this page, which will take you to Aditya Birla Group's application process for this role.