Manager Contact Centre Applications

Aditya Birla Group

Thane, India

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Posted 10 hours ago
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Job Description

Job Purpose

To manage overall support for CRM and Aspect and all the tickets related to CRM/Aspect and getting the same resolved within provided timeline. Also, coordinates with business spocs/branches/ vendor(s) for all support resources, pending issues, prioritizing issues.

Job Context & Major Challenges

Job Context/Job Challenges:ABCL is a diversified Core investment Company (CIC) with wide spectrum of businesses which include NBFC, Housing Finance, Life Insurance, AMC, Health Insurance, Securities & Stock Broking, Insurance Broking, PE, ARC and online platform for personal finance. Given the diversity of businesses, structure and number of entities in the fold of ABCL, the corporate financial reporting is a complex Job.

Challenges:
Understanding different business requirement and managing the same
Working with various vendors and managing applications seamlessly
Managing downtime across businesses during any releases

Key Result Areas

	KRA (Accountabilities) (Max 1325 Characters)	Supporting Actions (Max 1325 Characters)
KRA1	New Implementations(CRM)	Plan and Implement Dynamics CRM across all LOBs Coordinate with vendors and internal teams to ensure required infra and architecture is in place
KRA2	Aspect Support	Ensure smooth functioning of Aspect(IVR, AQM and ALM) Coordinate with Aspect and VION to ensure proper resolution of tickets. Regular patching of Aspect Servers
KRA3	CRM Upgrades	Ensure all CRM instances are on same version and to continuously evaluate the next upcoming version and features DMZ migration of CRM environments Single Sign On for CRM enabled to help call centers utilize cross functional CRM URLs within same login sessions.
KRA4	[CRM] Product stabilization based on Performance reviews	Periodically perform product, DB as well as servers infra reviews from scalability perspective. Regular maintenance activities like archival and purging of Audit logs Address and ensure continuous and smooth functioning of application and contribute to an improved user experience
KRA5	Perform regular VAPTs and Close highlighted risks	Periodically perform VAPTs to ensure secured systems Support Infosec Audits and address them in coordination with Business Teams. Perform user access reviews with businesses to ensure cost saving on unused licenses.
KRA6	Business Continuity and planning	Ensure DR systems are in place for all CRM systems Act as SPOC for any P1 issues or outages and get them addressed with help of CRM Support as well as other internal teams. Involve Microsoft and act as a single point of contact for all incidents reported to Microsoft. Enabled BCP for CRM as well as ASPECT to ensure business continuity for CC employees to continue both inbound as well as outbound processes. Strategic implementation that reduced call abandoned rate for ABFL/HFL from 80% to 6%.