Head - Service Quality & Net Promoter Score Role

JOB DESCRIPTION

Position Head - Service Quality & NPS

Reporting to SVP - Customer Service

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