Associate Product Manager - Voice AI

Overview

This position entails collaborating closely with the Associate Vice President of Digital at Aditya Birla Capital to oversee and optimize Level 1 (L1) support operations, manage digital asset queries, and develop usage dashboards and adoption data for digital tools.

Key Responsibilities

• Supervise and coordinate L1 engineers to ensure all queries and tickets related to digital assets are resolved promptly and efficiently.
• Develop and publish dashboards that reflect system performance and user activity patterns within designated timelines.
• Compile and maintain adoption metrics for all digital tools in use.
• Ensure all issues are logged via tickets, and proper assignment of L1 support resources across HDFC and non-HDFC channels.
• Guarantee all helpdesk calls are appropriately handled by the L1 team, with timely resolution involving escalation to L2 where necessary.
• Liaise with the Central MIS team to obtain usage reports for various digital tools and produce accurate Management Information System (MIS) reports.
• Engage proactively with end users to monitor tool usage, taking corrective measures and involving channel leadership when escalation is needed.
• Assist in preparing presentation materials and facilitate meetings to discuss progress and necessary interventions with steering committees.

Job Challenges

Key challenges include effectively managing the L1 team to ensure timely ticket closure and coordinating with multiple internal teams to provide accurate and actionable usage data.

Skill Requirements

Proficiency in Microsoft Excel is essential, including advanced functions such as Pivot Tables, VLOOKUP, and Macros to manage and analyze data effectively.