Job Description

Assists COO in charting out the long term strategy and execution of the said strategy on matters pertaining to A) Driving a strong and prominent CX agenda across the company with the end result of improving KPIs like customer Advocacy, Acquisition and Retention B) Driving the agenda of transformational changes across the organization with the end result of operational efficiencies, cost controls and better customer experience Job Accountabilities / Key Result Areas Strategy Approx 30% of time to support COO in continuous review of all support functions (non sales, non investment) and finding ways to re-organize / change to support the organization\'s growth aspirations to act as primary focal point and conduit for the COO office on matters pertaining to statistics, data analysis, tracking and monitoring CX Approx 30% of time designing and managing a holistic CX management framework which takes into account the end-to-end customer lifcycle from onboarding to exit, from wealth accumulation to decumulation identification and improvement of customer related Business Centric KPIs like Acquisition, Retention, Life time value, Product holding etc identification and improvement of Customer Centric KPIs like Experience, Investment performance, Profits, Advocacy etc Operational Efficiency 40% of time lead reviews, identification of opportunities and execution of improvement actions to drive overall operational efficiencies for the organization Key KPIs centered on cost reduction, volume reduction, work simplification / elimination, SLA reduction and error reduction Any other tasks / responsibilities which may arise from time to time. Degree in any discipline Six Sigma, Lean, Design thinking, PMP useful but not mandatory Job requirements Demonstrable track record of identification and creation of efficiencies leading to cost savings Experience and knowledge in CX management Exposure to design thinking / innovation / experimentation useful but not mandatory Data and statistical analysis Process mapping and design Business case construction and prioritization Customer empathy Rapid experimentation Change management Good collaborative working nature / temperament, as the role requires interation and often the convincing of stake holders on required change

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