Posted By
Sushma Deshwal
Consultant -BFSI at Questa Management Consultants private Ltd.
Last Login: 10 April 2015
Posted in
Banking & Finance
Job Code
174591
Job Title - Head, Service Assurance, Consumer Banking
Education Qualification - Post Graduate/MBA (Preferred)
Preferred Experience:
- Banking experience or knowledge of Banking industry especially in Current accounts and Wealth management
- Should have experience as part of Trade operations in the Bank
- Preferably Service role in the past experience.
- Prior experience in Project Management will help.
Preferred :
Skill Set:
- Customer centric approach
- Process orientation with in depth Operations processes.
Reports to : Head - Consumer Banking
Location Gurgaon
Job Summary:
1. Develop a roadmap for Client Servicing all consumer segments :
Liabilities across :
- Mass and Mass Affluent
- Rural
- Emerging Corporates
Assets :
- LAP/HL/Gold Loans/Credit cards
2. Ensuring BAU :
- Support service delivery in line with business expectations and ensuring linkage with Client Segments Heads and Product Heads.
- Improve Service Culture: Team recognition on key service delivery metrics at branch, cluster & zonal levels
- To develop Teamwork and efficiencies in Service Delivery
- Prompt escalation of all incidents, complaints, system outages, significant errors, customer complaints and people issues
3. Branch Service:
- Ensure branches are geared up for to handle Client queries/complaints as one-stop-shop.
- Assist in handling escalations by channelizing them appropriately.
4. MIS and dash boards :
- No. of queries/complaints received (region wise)
- TAT for closure of queries/complaints
- Root cause Analysis
- Publish Dashboards related to service i.e. Complaints/Queries/requests with their respective TATs
- Bring the VOC (Voice of Customer) trending to senior management.
5. Service improvement projects :
- Support in driving initiatives for addressing the gaps/recurring issues.
- Support in streamlining/review internal processes, where required.
- Actively support the building and rolling out of a continuous improvement framework.
- Focus on Simplification, Standardization & Optimization of processes which affect client servicing and business acceleration.
- Strive to be a true facilitator for all business segments and spread the spirit of I Solve
- Actively support the building and rolling out of a continuous improvement framework
- Lead from the front and roll out initiatives like a Training, Just Do it framework, Process Reviews, 5S across the teams/processing units
- Focus on Simplification, Standardisation & Optimisation of processes
- Complete Process reviews of at least __% of the processes
- Proactively identify and execute end to end process improvement opportunities
- Analyse and come up with productivity benchmarks and look for ways to improve by
- Come up with break through ideas for improvement- Initiatives for automation, process reengineering and process documentation.
6. Maintain Stakeholder Relationships and Client Satisfaction
- Maintain a good engagement in internal and external customers
- Do regular (at least once a quarter) formal calls/meetings with each of the stakeholders
- Take active and ongoing feedback from the stakeholders
- Agree actionables for the above and share with key stakeholders
- Ensure no open items with business.
- To achieve Internal Customer Satisfaction > 85% (or as defined/agreed)
- Benchmarking with similar service providers to ensure high quality service delivery from our Operations unit
- Accurate and timely MIS to business.
- Pro-actively Support business growth, New Products and Manage change programs
7. Engagement
- Engage with teams formally on regular basis
- Ensure a co-ordinated, proactive approach to managing people issues.
- Improve the extent to which staff are engaged and motivated in their day to day responsibilities
- Increase communication efforts through monthly team talks, daily huddles etc
- Take actions based on feedback received from surveys and otherwise
- Support active recognition through Stars of the Quarter Program and other means
- Manage, prepare and motivate people for change
- Embed Buddy program for new joinees
8. People Development & Talent Management
- Create Team leaders, second line for all units
- Complete job sizing for all key roles
- Identify top 20% talent population
- Build an effective retention strategy for top performers
- Ensure good talent is retained within the organisation through systematic grooming and coaching, assignments within and outside CGMO and cross training opportunities.
- Actively look at job rotation for all staff greater than 3 years in current role
Interested Candidate can apply here.
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Posted By
Sushma Deshwal
Consultant -BFSI at Questa Management Consultants private Ltd.
Last Login: 10 April 2015
Posted in
Banking & Finance
Job Code
174591