Lead and Manage Communication process for the KSF CX servicing team and design processes for streamlining quality and operations.
Create Scripts, templates, revisit existing communication and standardise for all channels across.
Help activate multiple communication channels for customers and the interaction model for them.
Design Forms, statements, Whatsapp/IVR/SMS scripts for push and pull customer interactions.
Have high level discussions with internal and external stakeholders for designing processes and implementing them. Identifying opportunities in the system for plugging gaps and running six sigma processes for improvement.
Monitor use of self service options available and formulate ideas for maximising the usage.
Ensure all information going out to customers through KSF or partner channels are compliant with regulatory norms.