Head - Customer Service Delivery - Bank

Head Customer Service Delivery

Roles & Responsibilities:

- Develop Customer Experience (Cx) Strategy covering all the aspects related to bank's overall vision & strategy, compliance requirements, employee experience and competition analysis

- Establish clear service charter for all servicing channels to drive high customer service quality

- Create robust & compliant processes for all products and across all customer touchpoints

- Build a centralised repository of all processes and reengineer the customer journey and processes thereof to create high value for the customer

- Lead Service Quality standards for entire Bank by providing well laid out policies & standards for service quality

- Create & implement strategy for the effective operations of the Contact Centre for Retail bank across all mediums & products

- Build a profitable Customer Lifecycle management business model to drive relationship value, product holding and transaction velocity

- Ensure SLA adherence for the inbound Contact Centre management and Retail Assets Branches as agreed with the business teams

- Streamline synergies between Customer Experience teams, Business Team and Operations

Secondary Responsibilities:

- Contributing and developing user experience in various applications for internal and external customers

- Create and deploy strong mechanisms that can constantly measure and monitor the Service Quality & Customer Experience performance and envision changes to existing processes to improve specifications and performance

- Ensure high quality customer service and review customer complaints in order to maintain customer satisfaction and increase the overall business for the bank