Head - Escalation & Quality - Bank

- Lead and manage the Centralised Service Assurance and escalation desk (SAED) for the Contact centre including voice and emails channel.

- Define Service levels for closure of repeat cases with partner units.

- Process improvements for reducing repeat ratios.

- Desk to sensitize units pan bank on pendency, TAT issues and other reasons leading to repeat interactions and reduce the same.

- Manage customer follow ups across calls and emails and ensure customer queries are resolved within defined turn around times.

- Meet and exceed escalation SAED committed Service levels.