JOB DESCRIPTION Position Head - Service Quality &amp; NPS Reporting to SVP - Customer Service Team Size Team Level / Grade VP (M7) Location Thane Key Responsibilities and Accountabilities - Lead design, execution and goal setting of the Net Promoter Score (NPS) program for the organization, internally and externally - Use various forms of communication, conduct audit and check performance level to achieve expectations on SLA parameters, including aligning data and insights across survey sources - Develop robust metrics that communicate the performance of the group across the organization - Own goal setting, monitoring and measurement, including regular communication and presentations to senior leadership on CSAT performance across departments - Ensure NPS is clearly understood within all levels of organization and inputs of NPS are defined and implemented throughout the organization, by developing materials and deliver training on customer excellence - Lead change management through the advocacy of a customer-focused culture within all levels of the business - Maps customer-related processes and identify process gaps. Do RCA of entire value change and customer issues, and provide a sustainable solution - Be VOC of the customer in the organization by engaging proactively with departments across the organization on a regular basis - Manage customer experience by gathering survey response data from NPS to understand drivers and improve service delivery accordingly so as to ensure Kotak is the preferred service provider - The ability to make decisions, think strategically and provide thought leadership to all levels of the organization on NPS and customer satisfaction - Proactively identify potential customer issues and drive mitigation measures Qualifications: - Bachelor's degree (Must) with 8-12 years of work experience - 3-5 years proven experience in Customer Excellence or data analysis preferred with Knowledge of BFSI, specifically the Securities market. Functional Competencies: - Be a subject matter expert in NPS, customer experience and understanding of consumer behaviour - Must be fluent in Microsoft Office software (Excel, Word, PowerPoint) - Expertise in and passion for visualization of data and insights is preferred - Must also demonstrate leadership skills and have the ability to develop and mentor others - Strong Analytical and Problem-Solving skills - Willingness to learn, innovate, take initiative, think beyond conventional dogma - Excellent written and verbal communication skills - The candidate must be able to work independently in a fast-paced environment

Mumbai

Thane

Head - Customer Service/Service Quality & NPS 

Head - Customer Service/Service Quality & NPS  ,Job Description for Head - Customer Service/Service Quality & NPS  in Armour Corporate Services in  Mumbai Thane for (8-12) years of experience. Apply Now!

Job Description for Head - Customer Service/Service Quality & NPS  in Armour Corporate Services in  Mumbai Thane for (8-12) years of experience. Apply Now!