Bajaj Finserv - Head - Service PMO

Job Title : Head - Service PMO

Reporting Manager : Head - Operations

Level : L2

Years of Experience : 12+

Location of Job : Corporate Office

Business : Operations

Band : E09

Relevant yrs of Exp : 5+

Must Have (Key Sourcing Pointers) :

- Diverse experience in the financial services domain with specific focus on customer experience / service

- Aptitude for technology, analytics and reengineering

Duties and Responsibilities :

- Responsible for managing initiatives within key operations and service units:

Customer Experience :

- Implement strategic initiatives for customer experience

- Responsible for driving NPS scores

- Get best in class practices within service delivery through the operations teams

- Continually analyze and improve on the customer communication and collateral for engagement

Pre disbursal customer experience :

- Expand the scope of service to entail the early lifecycle of prospecting and design the governance, engagement and communication plans

Service Analytics :

- Drive the agenda for service leveraging analytics. Mutiple channels, touch points etc provide lots of data which can help us use analytics to make our service offerings differentiated

Regulatory Service Liason :

- Lead a dedicated team who will take ownership of resolving queries raised through the regulatory bodies.

- Keep abreast of service related regulatory changes and operationalize them

- Continual engagement and relationship building with the key regulatory stakeholders

- Drive continuous improvement efforts to achieve process and cost efficiencies

- Effectively manage the function to ensure productivity and simplification goals are met

- Drive process standardization and improvements to achieve desired results

- Identify, design and undertake analysis to facilitate process and/or technology change initiatives

Experience Required :

- MBA or Equivalent

- 12-14 years of experience with min 5 years in customer facing roles driving experience / service

- Excellent Communication and Interpersonal Skills

- Experience of establishing and maintaining relationships with business units / managers for managing day-to-day business

- Ability to effectively communicate and implement policies and procedures

- Understanding of analytics and technology

- Customer champion

- Ability to maintain control, direction and motivation of staff in an ever-changing environment.