WHAT YOU’LL DO:

• Responsible for daily, weekly & monthly Chatbot channel metrics and KPI’s. Ensure that service levels are maintained and that contractual agreements with regards to those service levels are adhered to.
• Assume the ownership of the Customer experience in service channels including:
• Develop a roadmap for Customer Self Service Solutions working with technical stakeholders and external vendors to further enhance the Customer experience while also creating cost savings and efficiencies.
• Leading required meetings with technology partner to review performance and needs for customer facing technology
• Actively participate in cross-functional initiatives/projects, both internal and external, while acting as a subject matter expert with ensuring that all channel impacts for self-service are identified and accounted for
• Ensure milestones related to projects are effectively tracked and assessed for impact to both service partners and applicable lines of business
• Work with lines of business on new initiatives to identify impacts, support the rollout of the initiative and monitor quality of implementation
• Identify and manage execution of operational improvements to ensure that they deliver operational efficiencies and customer experience
• Manage expectation/concerns within the organization and vendor / partner organizations through strong, professional communication and leadership skills
• Manage/develop relationship network as required by dealing with individuals at all levels of the organization and vendor /partner organizations
• Provide coaching, mentoring and general support to direct reports to enable engagement, skills development and achievement of performance objectives
• Responsible for day-to-day management, including communication of issues of customer self-service solutions for the lines of business.