Lead Product Performance Digital Channels

HBL
Full time Full day
Karachi
Lead Product Performance Digital Channels - (2100062Y)
Description



JOB PURPOSE


Ensure effective & efficient management of the digital channel from a performance management perspective.


Description





  • Lead a team of Product Performance Managers

  • Ensure that the performance of all Digital Channels are up to mark and channel services are up and running.

  • Incase of unexpected downtimes or technical service issues, immediately take up with IT/Ops

  • Define and agree with all stakeholders on SLA for acceptable thresholds in terms of customer complaints on these channels

  • Come up with a monitoring process to bring the customer complaints within acceptable threshold.

  • Work closely with DRU / CRU / Service Quality to monitor and track customer complaints and their timely resolution within acceptable TATS

  • Work closely with all support teams ensuring customer complaints are resolved within time.

  • Work closely with FRMU, legal, and other internal and external stakeholders e.g. BMP, SBP to ensure that customer frauds are within acceptable limits and dealt with.

  • Plan and execute effective communication and awareness campaigns in terms of frauds and any other issues/downtime.

  • Tracking, Monitoring and Reporting of Complaints and Frauds on fortnightly basis to Senior Management

  • Work closely with marketing dept for Social media listening, customer sentiment monitoring, voice of customer and present the analysis to the management in meaningful way

  • Analyze the Internal Service Monitoring Reports and Customer feedback surveys and present to the management in a meaning full way

  • Coordinate and guide the front end teams for responding to play store / Apple store comments and reviews

  • Training of customer front end / call center staff, FRMU, ADC IT & Ops for new products and services

  • Prepare the production Issues tracker and Crashlytics Tracker and coordinate with Dev and QA teams to ensure all issues are resolved
  • Ensure the Digital Channels Back office is fully equipped for the Ops and support teams to manage the operational tasks.

  • Ensure Product tutorials and FAQs are always updated on website and other channels in coordination with Product Development Teams and Product Growth / Communication Team

  • Ensure that transaction failures stay within acceptable levels and are duly taken up with ADC IT / Ops and development teams.

  • Identify thematic issues from customer feedback and sentiments and work with product development to fix and resolve on timely basis




Qualifications



Minimum qualifications:


  • Graduate/Master’s Degree from a reputable institute.


Minimum experience:


  • 5 - 7+ years of experience in performance management of digital channels

  • Team Lead experience of 2 - 3+ years

Primary Location: PK-SD-Karachi
Work Locations: 7040-HBL Innovation & I.T Centre, Mai Kolachi 19-C M.T Khan Road Mai Kolachi Karachi Karachi
Function: Innovation and Financial Inclusion

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