Senior Manager - Digital Transformation, Information Services
- Not Available
- 7 - 12 years
- India
- 1 month ago
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Job Description
Job DescriptionThe person will be responsible to lead the implementation, optimization, and management of CRM systems across departments, collaborating with cross-functional teams to enhance customer experience at VFS Global touchpoints. Additionally, the role involves identifying use cases, analyzing processes, and defining workflows to improve efficiency and satisfaction, while focusing on resolving friction points in online and offline customer journeys. This role may also expand to include CRM implementation/ management for Key Account Management (KAM) and One Vasco business. The person will be responsible to lead the implementation, optimization, and management of CRM systems across departments, collaborating with cross-functional teams to enhance customer experience at VFS Global touchpoints. Additionally, the role involves identifying use cases, analyzing processes, and defining workflows to improve efficiency and satisfaction, while focusing on resolving friction points in online and offline customer journeys. This role may also expand to include CRM implementation/ management for Key Account Management (KAM) and One Vasco business. Environment, Social & GovernanceOversee corporate governance within the assigned region, ensuring alignment with organisational principles, policies, and regulations.Promote judicious use of natural resources and adhere to the organisation's environment, health, and safety policies, objectives, and guidelines.Drive the organisation's sustainability initiatives, working towards achieving established targets.Education & Certifications Bachelors / Post-Graduate Degree or global equivalent degree.Salesforce Certified Administrator, Business Analyst is mandatory and Agentforce Specialist (will be an added advantage). ExperienceMinimum 5 years of experience in CRM implementation, digital transformation, and customer experience, with expertise in platforms like Salesforce and Microsoft Dynamics. Strong understanding of customer experience principles and experience in designing customer journey maps.Strong knowledge of Contact Center operations across telephony, IVR, chat, email, and social media channels, complemented by excellent analytical, problem-solving, and critical thinking skills.Proven track record in managing complex projects and leading CRM initiatives in medium to large organizations
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Project & Program ManagementRole Category: Technology / ITRole: Principal Program ManagerEmployement Type: Full timeContact Details:
Company: Not AvailableLocation(s): India
Keyskills: project management analytical program management microsoft dynamics business analysis problem solving transformation salesforce contact center operations requirement gathering crm implementation agile digital transformation customer experience crm
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VFS Global is the world€™s largest outsourcing and technology services specialist for diplomatic missions and governments worldwide. The company manages visa and passport issuance-related administrative and non-judgemental tasks for its client governments. With 908 Visa Application Centr...
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