Customer Experience & NPS Analyst - Bank

Responsible to ensure business success. Training Managers should understand the business operation and decision-making processes with a keen interest in producing targeted and tangible results by creating an effective and efficient workforce

- Identify and assess the training needs of the organization through job analysis, career paths and consultation with managers.

- Develop individualized and group training programs that address specific business needs. Develop training manuals that target tangible results. Implement effective and purposeful training methods.

- Develop individualized and group training programs that address specific business needs. Develop training manuals that target tangible results. Implement effective and purposeful training methods.

- Drive brand values and philosophy through all training and development activities.

- Effectively communicate with team members, trainers and management. Create a curriculum to facilitate strategic training based on the organizations goals.

- Select and manage resources, including working with both internal employees and training vendors to develop and deliver training. Manage the technologies and technical personnel required to develop, manage and deliver training.

- Keep records / MIS of training trends, developments and best practices.

- Adherence of YES Values driven via Yes Personality standards & Work commitment

- Comply with Bank's policies and processes.

- Service Quality and Planning - Monitors Customer Satisfaction and NPS, Plans activity to improve service quality, Forecasts future customer contact patterns and volumes across contact channel

- Engages with customers to build relationships, and delivering a positive customer experience. Responds positively and professionally to objections, and addresses the Customer's needs to successfully close the sale

- Maintain knowledge on all bank products and services and assist to resolve customer queries