Digital Customer Connect & Experience

Invesco MF; Mumbai; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Invesco MF is seeking a Deputy Manager-Digital Customer connect & Experience, Outbound in Mumbai. The role focuses on establishing outbound connections, improving digital customer service, and driving cross-sell/upsell opportunities to maximize product penetration.

You will manage CRM-driven processes, resolve customer issues, and build strong relationships with high-value clients while leveraging digital assets to improve conversions across funds and AMC-related queries.

Qualifications

• 5+ years of experience in the financial industry, especially with mutual funds and broking firms.
• Experience with CRM systems and digital customer service.
• Strong communication and relationship management skills.

Responsibilities

• Establish outbound customer connect for customers, prospects and partners.
• Implement digital customer service strategies to enhance satisfaction and resolve escalations for web and app.
• Drive cross-sell and upsell initiatives to maximize product penetration.
• Maintain and improve mechanisms for surveying and measuring customer satisfaction.

Education

MBA in Marketing or Finance

Job description

Employee

Job Description

Designation: Deputy Manager-Digital Customer connect & Experience, Outbound

Department:Digital VRM

Your Role (summary):

This role will beresponsible for

1. 1. Establishout bound Customer connect for helping customers/ prospects and partners without bound queries
2. 2. Implementing Digital customer service strategiesto enhance customer satisfaction, resolving escalated customer issues for weband app.
3. 3. DriveCross sell and Upsell initiatives to bring out true potential
4. 4. Maintain and improve mechanisms forsurveying and measuring customer satisfaction and disseminate feedback to theappropriate internal functions
5. 5. Utilise CRM system to manage the functionsof receiving, assessing, analysing, resolving and documenting customers’ issuesand complaints in accordance with agreed requirements
6. 6. Developand maintain strong relationships with key customers, addressing their needsand concerns to foster long-term partnerships.
7. 7. Implementationand utilization of customer service software and tools to streamline processesand improve efficiency.
8. 8. Manageout bound calls/ queries related to Digital assets, fund and AMC relatedqueries with objective of increasing the per customer product penetration.
9. 9. LeverageAnalytics & Digital capabilities like pre-filled transactions, servicingand KYC links to drive sharper conversations resulting into higher conversions
10. 10. Tohelp MFDs and other partners with Digital adoption and queries with theobjective of leveraging own assets and get the maximum out of the captiveassets.

Your will be responsible for:

• Driving out bound call centre equippedwith Digital transactional capabilities
• New Customer Acquisition, new SIPs,retention of customers, reduction of redemptions and attrition control
• Leverage CRM/ LMS capabilities and Digitalassets like prefilled transaction links to reach out to customers and partnersreal time for maximum conversions
• Maintain healthy relationships with highvalue customers

Theexperience you bring (Educational Qualification / Experience):

• 5 plus years of Experience in Financialindustry, especially with Mutual Funds, Broking firms MBA in Marketing orFinance

Certification/s:

Job Snapshot