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Senior Associate, Exchange Operations (Account Engagement)
Full-time
Job description:
Job Summary
The incumbent is responsible for executing the strategic design, and optimize capabilities of CRM platform. This role drives end-to-end workflow transformation, leveraging advanced data analytics, machine learning, and intelligent automation to deliver a prescriptive, data-driven Target Operating Model (TOM).
The role acts as a bridge between business, technology, and operations teams, ensuring customer-centric processes are streamlined, scalable, and digitally enabled to improve customer outcomes and operational performance.
1. Platform solution architecture
Drive and execute end-to-end CRM platform strategy and roadmap to ensure platform stability, scalability, and performance optimization
Manage platform releases, upgrade, and change governance
2. End-to-End Workflow Transformation
Execute process re-engineering initiatives across customer lifecycle journeys and conduct as-is vs to-be assessments to identify inefficiencies and transformation opportunities
Implement user lead, tec support or lead automated workflows, and service level standard (SLA) driven orchestration
3. Data Analytics & Insight-Driven Operations
Create CRM analytics dashboard and drive insights from customer interactions, service performance metrics, transaction and operational activities. And develop data-driven decision-making insights.
Create machine learning modules within CRM workflows on predictive case routing, intelligent auto-assignment, and next-best-action recommendations.
Key Deliverables
Business operations CRM & ServiceNow transformation roadmap
Digitized and automated end-to-end customer workflows and craft the future state design to improve the service level deliveries and the handling of exception circumstances.
Inculcate analytics and influence teams level adoption of day-to-day transactions and services work with AI-enabled tools
Measurable improvements in:
Customer experience
Self-service adoption rate
Process resolution rate (%)
Education
Bachelor’s degree in information systems, Engineering, Business, or related field
2 years of experience in service or mid-office process. Prior digital transformation experience would be added advantage.
Technical
Data analytics tools (SQL, Python, Power BI, Tableau)
AI/ML fundamentals and application in business workflows (workflow orchestration)
Interpersonal
Strong stakeholder management and influencing skills
Excellent communication and executive presentation ability
Cross-functional collaboration
Problem-solving and decision-making capability
