Leader - Customer Service - Banking

Our client is a renowned Indian bank, which offers a broad range of banking and financial services, catering to both individual and business customers. These services include savings and current accounts, fixed deposits, personal loans, home loans, business loans, credit cards, and other retail banking products. Additionally, they provide wealth management and investment services. It also offers digital banking solutions through its website and mobile app, enabling customers to access banking services and perform transactions online.

They have a network of branches and ATMs across India to serve its customers. They work towards bringing banking services to underserved and rural areas in India, thereby contributing to financial inclusion efforts in the country.

They are looking for a dynamic energetic Customer Service Leader to inspire our teams spread across multiple locations to strategize and deliver scalable, consistent best in class customer service across voice and non-voice channels leveraging on the latest technology enabled solutions.

Some of the key responsibilities will include:

- Develop Customer Experience (CX) Strategy covering all the aspects related to bank's overall vision & strategy, compliance requirements, employee experience and competition analysis.

- Establish a clear service charter for all servicing channels to drive high customer service quality.

- Create robust & compliant processes for all products and across all customer touchpoints.

- Build a centralized repository of all processes and reengineer the customer journey and processes thereof to create high value for the customer.

- Create & implement strategy for the effective operations of the Contact Centre for Retail bank across all mediums & products.

- Build a profitable Customer Lifecycle management business model to drive relationship value, product holding and transaction velocity.

- Ensure SLA adherence for the inbound Contact Centre management and Retail Assets Branches as agreed with the business teams.

- Streamline synergies between Customer Experience teams, Business Team, and Operations.

Secondary Responsibilities :

- Contributing and developing user experience in various applications for internal and external customers.

- Create and deploy strong mechanisms that can constantly measure and monitor the Customer Experience performance and envision changes to existing processes to improve specifications and performance.

- Ensure high quality customer service and review customer complaints in order to maintain customer satisfaction and increase the overall business for the bank.

Managerial & Leadership Responsibilities:

- Champion bank's customer first culture by driving the team to take up high degree servicing norms to ensure absolute customer delight.

- Attract and retain best-in-class talent for key roles in their reporting structure.

- Monitor key parameters on employee productivity, hiring quality and attrition rates and make necessary improvements.

Key Success Metrics :

- Net Promoter Score (NPS)

- Customer Satisfaction Score (CSAT)

- Service Quality benchmarks

- Profitable CLCM management

- Retail Assets Branches management

- ERM Portfolio quality

To be eligible for this role you will require :

- Around 20 years of progressive experience in Customer Service background, at least 5+ years into leadership role(s).

- Banking/Financial/Captive setup experience is a must have, along with digital transformation exposure.

- Strong work ethic with a high sense of goal execution and results orientation keeping customer first philosophy in mind.

- Strong leadership, strategic, interpersonal and motivational skills.

- Those with a strong educational background and strong pedigree will be preferred.