Senior Associate, Exchange Operations (Account Engagement)

Job Summary

The incumbent is responsible for executing the strategic design, and optimize capabilities of CRM platform. This role drives end-to-end workflow transformation, leveraging advanced data analytics, machine learning, and intelligent automation to deliver a prescriptive, data-driven Target Operating Model (TOM).

The role acts as a bridge between business, technology, and operations teams, ensuring customer-centric processes are streamlined, scalable, and digitally enabled to improve customer outcomes and operational performance.

Job Responsibilities

1. Platform solution architecture

• Drive and execute end-to-end CRM platform strategy and roadmap to ensure platform stability, scalability, and performance optimization
• Manage platform releases, upgrade, and change governance

2. End-to-End Workflow Transformation

• Execute process re-engineering initiatives across customer lifecycle journeys and conduct as-is vs to-be assessments to identify inefficiencies and transformation opportunities

• Implement user lead, tec support or lead automated workflows, and service level standard (SLA) driven orchestration

3. Data Analytics & Insight-Driven Operations

• Create CRM analytics dashboard and drive insights from customer interactions, service performance metrics, transaction and operational activities. And develop data-driven decision-making insights.

• Create machine learning modules within CRM workflows on predictive case routing, intelligent auto-assignment, and next-best-action recommendations.

Key Deliverables

• Business operations CRM & ServiceNow transformation roadmap
• Digitized and automated end-to-end customer workflows and craft the future state design to improve the service level deliveries and the handling of exception circumstances.
• Inculcate analytics and influence teams level adoption of day-to-day transactions and services work with AI-enabled tools
• Measurable improvements in:
• Customer experience
• Self-service adoption rate
• Process resolution rate (%)

Job Requirements

Education

• Bachelor’s degree in information systems, Engineering, Business, or related field

• 2 years of experience in service or mid-office process. Prior digital transformation experience would be added advantage.

Technical

• Data analytics tools (SQL, Python, Power BI, Tableau)
• AI/ML fundamentals and application in business workflows (workflow orchestration)

Interpersonal

• Strong stakeholder management and influencing skills
• Excellent communication and executive presentation ability
• Cross-functional collaboration
• Problem-solving and decision-making capability