Head - Customer Service - BFSI

- Create a culture of delivering a consistent and superior Customer Experience across channels

- Ensure all customer journeys are covered from the perspective of gaining the customer feedback in terms of Net Promoter Score as well as Detractor voice to be able to launch institutionalized CX programs

- Manages and controls the operating framework for the department, provides guidance and support, ensures implementation and review of work processes in order to achieve high standards of Customer Experience

- Devising and implementing insightful customer experience feedback mechanisms

- Promoting the customer perspective ensuring that it's reflected throughout the service and customer journey

- Building metrics that contribute to data-driven decision making

- Engaging with colleagues, members, customers, and external stakeholders

- Defining and implementing standards/procedures for ensuring optimal customer experience

- Conducting surveys to gather information on customer opinion of rendered services

- Utilizing social media platforms in reaching out to customers to help resolve issues and provide quick response to inquiries

- Drive various customer satisfaction surveys across all customer touch points on key customer insights.

- Identify key drivers to customers' feedback and work closely with business to conduct process reengineering based on the survey results. Work with business to loop back to customers based on feedback obtained from survey

- Build a Client Excellence training platform for bank wide by conducting Customer Experience Training.

- Effective team management.

- Overseeing the hiring, orienting, and training of an organization's customer experience team

- Develops a continuous talent pipeline for key roles in the department and provides mentoring for high potential talent in the team.

- Monitors and enables the achievement of goals and key performance indicators for direct reports and ensures effective implementation of the performance management process in the department.

- Develops talent within the department by providing guidance, ongoing feedback, coaching and development opportunities to individuals to enable achievement of the defined goals.