Posted By
Posted in
Banking & Finance
Job Code
1341909
This position is for Gurgaon Location
- Exposure to Assets and Cards business, regulations nor the VOC program.
- Lead Branch Banking service strategy definition and execution, in collaboration with the respective stakeholders
- Facilitate deeper understanding of our customer through research and analysis related to customer loyalty; understand the competition, Customer insights, best practices & benchmarks
- Create customer experience improvement plan basis VOCs/NPS and influence implementation of key initiatives to improve results and drive customer loyalty
- Drive corrective measures/streamlining of processes/cross functional projects along with businesses/functions to address customer pain points reported from all Listening Posts (NPS, Complaints) and impact the Client Experience
- Baseline/monitor current process flows, channel touch points, input metrics, hand-offs, pain-points and define an aspirational stage and execute them
- Develop recommendations on channel-wise changes to deliver enhanced client experience for the respective segment/products
- Identify process automation opportunities and drive Digital penetration in the Branches
- Manage the mystery audit program, vendor relations and improvement actions along with the stakeholders
- Execute and manage escalated problem resolution, RCA and complaints reduction actions
- Integral part of the process of defining service delivery processes, people, CRM initiatives to deliver business results.
- Review of KPI Performance, Voice of Customers, Analysis, Actions etc. with the leadership teams
- Review and enhance Pan Bank Client Communications in collaboration with Business/Marketing/Ops units by making them customer centric, and ensure write messaging at right frequency
- 15-17 years of previous experience in service or Operations in Branch Banking unit (national /central level experience preferred) with deeper understanding of front end processes and regulations
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Posted By
Posted in
Banking & Finance
Job Code
1341909