Sky Command Center MIS-Principal Manager-Customer Experience Center-Contact Centre Inbound en Kotak Mahindra Bank Ltd
Kotak Mahindra Bank Ltd · Thane, Indien · Onsite
- Senior
- Oficina en Thane
As the MIS-Principal Manager, you will be a vital link between business stakeholders and IT, ensuring that the bank's contact center operations run smoothly and efficiently. Your role is to understand the needs of various departments, analyze data, and propose innovative solutions to enhance the customer experience.
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Responsibilities
- Collaborate with stakeholders to define and gather business requirements, ensuring a deep understanding of their needs.
- Conduct data analysis to identify trends and patterns, providing valuable insights for decision-making.
- Develop comprehensive business process models, illustrating current and future states, and proposing process improvements.
- Design technical solutions that align with business objectives, working closely with the IT department for implementation.
- Communicate project updates, findings, and recommendations to stakeholders and executives, ensuring everyone is on the same page.
- Create detailed documentation of business requirements, processes, and implemented solutions for future reference.
- Participate in testing and validating new systems, ensuring they meet the defined business requirements and standards.
- Identify opportunities for process optimization and contribute to ongoing efforts to enhance operational efficiency.
- Foster a collaborative environment, working closely with various departments to achieve business goals.
- Stay updated with industry trends and best practices, ensuring the bank remains competitive in the market.
Qualifications
- A bachelor's degree in Business Administration, Computer Science, or a related field is preferred.
- Minimum 8 years of experience in a similar role, with a proven track record of driving process improvements.
- Strong analytical skills and the ability to interpret complex data sets.
- Excellent communication and presentation skills, with the ability to convey complex ideas to both technical and non-technical stakeholders.
- Proficiency in business process modeling and documentation tools.
- Experience in a banking or financial services environment is an advantage.
- Ability to work independently and manage multiple projects simultaneously.
- Strong leadership skills and the ability to influence and collaborate with cross-functional teams.
- A proactive and innovative mindset, always seeking opportunities for improvement.
- Willingness to stay updated with emerging technologies and their potential applications in the banking sector.
