Job Purpose
The role is responsible for working closely with the AVP Digital to:
- Manage all queries of L1 with the help of L1 engineers
- Timely closure of all digital asset queries from L1 & L2
- Help for creating & publishing dashboards on system and usage patterns as per defined timelines for L1 queries
- Help for creating Adoption data for all digital tools.
- Person should be well versed with MS Excel including functionalities like Pivot, Vlookup, Macros etc
Job Context & Major Challenges
Job Context/Job Challenges
Key Challenges for the role –
Managing L1 team for timely closure of tickets
Liaise with Central MIS team to get usage report of various digital tools
Key Result Areas
KRA (Accountabilities) (Max 1325 Characters)Supporting Actions (Max 1325 Characters)
KRA1 L1 Support 1. Ensure ticket to be raised for each & every issue
- Proper allocation of L1 engineers for HDFC & Non HDFC channels
- Ensure all calls to be answered by L1 (Helpdesk Team)
- Timely closure of all tickets with the help of L1 & L2
KRA2 Create dashboards and MIS reports 1. Ensure that accurate dashboards are prepared to track the usage of processes by coordinating with various stakeholders
- To assist in creating other MIS reports within the given timelines
- Provide report to end user for adoption rate of digital tools
KRA3 Monitor usage and continuously help on achieving usage goals 1. Engage with end users proactively basis analytics of usage & take corrective action including escalation matrix to channel leadership.
- Assist in preparing presentations for the Steercom on the progress and set up meetings for interventions/support that may be required from them from time to time.
