Deputy Vice President/Vice President - Customer Experience - Bank

DVP/VP - Customer Experience (CX)- Bank

Candidates Age Limit 42 years

Role:

- Responsible for driving improvements through continuous benchmarking with best in class and making necessary intervention to stay ahead of the curve across all products/ services i.e. Liability Servicing, CSD, Lending, CMS, Trade, FYN, CSM Desk at 240 branches, etc.

- Using the Gather, Analyze, Act methodology, gather data from all the sources like NPS, Customer Complaints, Internal Escalations, Stakeholder feedback, Welcome call, Retention calls and synthesize /analyse information to identify root cause and create an objective action plan to fix the gaps across all parameters including relationship, service, physical and digital journey and track till implemented.

- Drive client coverage program through a calendar, ensure 100% customers are met with atleast once a year by Sales and Service team, and large relationships twice a year to ensure loyalty and engagement.

- Supervision of Transactions and compliance to regulatory guidelines.

- Banking Ombudsman + complaints from all other sources and regulatory reporting.

- Statutory notices.

- Welcome Call.

- Escalations from Senior Management.

- Ensure RCA of complaints, corrective and preventive action.

- Learnings from complaints must lead to streamline processes, enhance processes, and track until implemented.

NPS:

- Take up new TNPS projects to cover all transactions.

- RNPS for products and brand level coverage twice a year.

- Drive Response rates and contactability.

- Ensure NPS is best in class as per parameters defined.

- Organise Service review calls till issues are fixed and client is converted to promoter.

- Drive on customer insights to improve on overall NPS score.

Client Communication Management for WBG:

- Review and approve all communication going to clients for transactions through sms, email or print.

- Consolidate all communication going through various systems and review keeping in mind the brand impact.

- Continuous monitoring of contactability / reach and improvement activities.

- Email campaigns to clients for driving engagement and reduce complaints.

- Email campaigns and other activities to drive self-service to reduce volumes at touchpoints.

- Brand impact projects like differentiator for identification of WBG clients.

- Conceptualizing and implementing Monthly newsletter for clients.

Business and Service Quality:

- Set up Service Quality function for WBG.

- Create parameters for analyzing all types of services and transactions.

- Analyse samples picked through stratified random sampling method.

- Measure the scores and publish scorecards month on month for critical to quality metrics for the respective processes.

- Drive process improvements and document changes made.

- Drive a culture of Service Excellence through Zero Defects and First Time Right.

- R&R program and contests for the entire service team to achieve goals.

- Conduct mystery audits for all WBG processes handled by different touch points.

Process Excellence:

- Conduct structured meetings with all service teams to discuss areas affecting customer experience.

- Identify, assign, and track actionable items until resolved.

- Consolidate all process enhancements and take the lead in implementing them.

- Drive strategic improvements in processes and promote digital usage to reduce volumes at touch points, allowing these touch points to focus on building long-term client loyalty.

Training:

- Design / redesign the induction training program, process training, and refresher/need-based training programs according to trainee requirements, program effectiveness, and participant feedback with the help of the designated member for the purpose.

- Create training materials, manuals/facilitation guides, process flows, case studies, and assessments using the principles of adult learning to facilitate easy learning and retention.

- Conduct training need analysis, schedule and organize trainings through internal or external trainers covering soft skills, behavioral and functional skills.

- Define training goals, conduct cost-benefit analysis, and manage and track achievements against defined goals.

Presenting to management:

- Customer pulse scoreboard to the Senior Management covering all CX areas.

- Monthly newsletter to WBG covering all areas of CX.

- Operational Risk assessment and presentation to OREC.

- Presentation to Customer Service board committee.