Head - Customer Service - Bank

- Understand customer needs and Business priorities and define and manage the service quality metrics for customer acquisition and instruction processing.

- Proactively identify service improvement plans and be the escalation points for incidence which has exceptional business impacts.

- Setting requirements for achieving standards of excellence in behavior and code of conduct and monitoring their compliance

- Plan direct and coordinate quality assurance programs and formulate quality control policies improving the RBB service delivery efficiency's

- Monitoring, publishing dashboards on SQ metrics for management attention and action.

- Conducting Mystery shopping surveys other audits to ensure adherence to the prescribed guidelines.

- Channelizing the customer feedback to the RBB seniors on timely basis and assisting continuous improvement of products , procedures and services.

- Ensuring insights on reasons for FTNR and TAT delays and enabling interventions to reduce the same for RBB.

- Understand the process gaps and recommend strategies for CX operations