Aditya Birla Sun Life Insurance
Website:
adityabirlacapital.com
Job details:
Key Result Areas
Supporting Actions
Strategic Leadership
- Define and execute a long-term strategic roadmap for training and quality, aligned with the organization’s vision for superior customer experience. - Drive the adoption of AI and digital innovations to future-proof training and quality initiatives while enhancing scalability and efficiency.
- - Partner with senior leadership to identify opportunities for leveraging training and quality to achieve competitive advantage.
Training Ecosystem Transformation
- Re-imagine training methodologies to enable rapid skill acquisition and retention, embedding Generative AI tools for dynamic, personalized learning journeys.
- Design leadership and succession training programs to prepare the next generation of customer service leaders.
- Ensure training programs align with evolving customer expectations, market dynamics, and organizational goals. Critical will be front-end training for multi LoB agents
Quality Assurance as a Business Enabler
- Develop a next-generation quality assurance strategy with measurements that proactively monitor and improve customer interactions across all touchpoints (Contact centre, Branch, etc).
- Utilize AI-driven analytics to uncover insights into customer behavior, service gaps, and improvement opportunities, such as repeat reduction and increased self-service utilization.
- Champion a customer-first mindset by embedding quality metrics into the organization’s & partner's key performance indicators (KPIs).
Innovation and Technology Integration
- Spearhead the integration of AI and Generative AI to automate and enhance training content creation, real-time performance feedback, and process optimization.
- Evaluate and implement cutting-edge technologies, including voice analytics, sentiment analysis, and simulation tools, to elevate training and quality functions.
- - Lead the exploration of innovative solutions to improve customer satisfaction and loyalty.
Communication Strategy
- Develop and implement a robust internal and external communication strategy to ensure alignment across all levels of the organization.
- Create effective communication frameworks to disseminate training goals, quality updates, and performance metrics to stakeholders.
- Foster a culture of transparency and collaboration by ensuring consistent, clear, and targeted communication across teams.
- Collaborate with marketing and leadership teams to communicate key milestones and outcomes from training and quality initiatives.
Cross-Functional Collaboration
- Collaborate with key business units, including operations, technology, and customer experience teams, to align training and quality initiatives with broader organizational goals.
- Act as a trusted advisor to leadership, providing strategic insights on training ROI, quality improvements, and customer-centric innovations.
Data-Driven Decision Making
- Build a data-centric culture within the training and quality function, leveraging metrics to measure effectiveness, identify gaps, and prioritize initiatives.
- Create executive dashboards to report on key achievements, risks, and recommendations for sustained improvements.
- Use predictive analytics to anticipate customer needs and train teams for future challenges.
Stakeholder and Partner
Management
- Build and maintain strong relationships with internal stakeholders, including senior leadership, operations, technology, and customer experience teams, to ensure alignment of goals and seamless execution.
- Collaborate with external partners, vendors, and technology providers to deliver innovative and cost-effective training and quality solutions.
- Negotiate and manage contracts with service providers, ensuring accountability and adherence to performance metrics.
- Act as a liaison between business units to integrate feedback and insights into training and quality strategies.
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