Product - Associate I - VOICE IVR APAC

Job Summary:

As a member of the Voice Product - Interactive Voice Response (IVR) team you will work closely with the IVR Area Product Owner, IVR teams, various lines of business, IT, Analytics and other partners in support of the IVR product. We are responsible for product management of the IVR solution for Retail, Card, Auto, and Home Lending as well as managing applications used to notify customers of fraud on their account. The team develops customer experience insights, identifies self-service and automation improvements and engages with the business to support operational goals and strategy. Primary responsibilities of the team involve creating solution analysis, benefits analysis, change requirements/stories creation, lines of business engagement, project and product change delivery, production environment support and formation of IVR COE practices.

Shift: 14:30 – 23:30 IST.

Job Responsibilities:

• Develop business knowledge of the functional area and processes to understand customer needs, behaviors, data and systems information to support Call Center functions.
• Change delivery, solution management, analysis, testing and client communications.
• Collaborate with partners on the creation of business case benefits.
• Create solution support documentation including process workflows, solution interaction flows (call flows), and design documents.
• Perform solution testing in change delivery and production validation.
• Follow and maintain current processes and procedures keeping in line with structured controls.
• Identify recommendations to improve solution & customer experience, targeting customer & operational efficiency gains.
• Assist the Area Product Owner in taking data backed / fact-based decisions by ensuring comprehensive research / discovery of project benefits.
• Participate in / lead scrum team discussions ensuring high quality and effective delivery.
• Be “On-Call” to join urgent / high priority production issues as part of the product team and work closely with resolvers to mitigate the issue.

Required Skills and capabilities:

• Experience of Project management methodology to include waterfall and Agile.
• Ability to create visual flows.
• Awareness of the software development lifecycle and ability to explain business needs to development / IT and vice versa teams accurately and effectively.
• Experience in Analysis, Business Management, or IT preferred
• 2+ years working knowledge of Contact Center operations and technology solutions preferred.
• Experience with Problem Identification & Problem Resolution.
• Experience in process workflow creation a plus, Requirement’s analysis experience preferred.
• Ability to communicate to a wide range of users, levels of management and IT providers (excellent verbal and written communication skills).
• Client servicing skills, strong teamwork ability, customer engagement skills and self-starting action required.
• Ability to upskill to latest technologies being used.