Contribute in end to end delivery of complex customer engagements involving
multiple projects. Manage one or more team to meet Service delivery
objectives. Guide/Mentor the team members on technical problems which cannot
be resolved at their level. Prepare plans for building competencies of self
and the team (E.g. Conducting L2 team). Perform team assessments and
evaluation Design, develop, build & operate custom CX initiatives Design &
Support Customer Feedback management initiatives, and administers the EFM
platforms deployed in MAF Identify leading CX trends and initiatives and build
use cases that can maintain the competitive edge of MAF entities with their
consumers Create and develop long term relationships with all MAF CX leads,
engage proactively, and support the CX initiatives of the various stakeholders
across the various CX platforms deployed in MAF. Report the current status of
the product strategy and needs requested by each department which will support
the project/business strategy. Demonstrate expertise to deliver functional and
technical solutions on customer engagements Act as the team lead on projects,
providing coaching, guidance, and feedback to develop skills of team members
Lead the solution design and implementation aspects of engagement(s) ensuring
high quality, integrated Cloud solutions within constraints of time and budget
Be a champion and advocate of data visualization and analytics, work across
various data analytics and engineering teams in unifying the various data
islands across MAF, enabling a true 360 degree consumer journey mapping Design
& build the appropriate services that enables the collection and analysis of
various data relevant to MAF consumer journey coach and develop individuals
and teams to ensure smooth day to day operations while facilitating teamwork
Identify potential risks in projects and mitigate them in coordination with
Project Managers and Management Conduct requirements gathering, fit gap
analysis, data mapping, process mapping, solution design and validation Manage
and Support MAF SHARE Tech Operations Responsible for Level 1 and Level 2
teams Responsible for overall smooth functioning of SHARE in Production and
all SHARE related projects Liaise with all Product Managers across all BUs to
ensure Good customer experience is maintained for SHARE by ensuring stories
are taken into their respective Sprint Cycles. Fix the SHARE pain points and
work on improvements from other BUs Ensure Transparency and Updates of
Production Issues to senior management of SHARE and respective L3 Maintain the
Production Support Dashboard for clear visibility to all Stakeholders Help set
up processes for smooth functioning of SHARE Loyalty Analyze and escalate Gaps
in overall processes across SHARE to get to closure Responsible for Knowledge
Base and Problem Management for SHARE 1st Level Approver for all SHARE related
changes that go into production Lead PIR Meetings and bring issues and
problems to closure, backup as Change Manager wherever required Monitor and
manage the loyalty management platform and all its components, SHARE Points
Program on GRAVTY Loyalty management platform Resolution of all support
tickets aligned with defined SLAs, responding to changes within SLAs and on
time delivery on change and enhancements. Coach and lead a team of cross
functional skilled individuals, set short term and long term development
objectives, conduct their periodic performance reviews and help in the their
overall career succession plan.
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