National Client Experience Officer - BFSI

- Develop, train, and mentor the branch's CXO team so that the RMs' clients receive efficient and effective support.

- Optimize the customer service delivery process through SOP evolution, automation, tracking, simplification, and upgrades.

- Design, execute and set goals for the Retail HNI Broking Net Promoter Score (NPS) program

- Communicate effectively, perform process audits and ensure the performance levels are in line with SLA parameters.

- Develop KPIs that can measure and monitor the CXO team's performance

- Set goals, monitor team performance, and present data to senior leadership regularly.

- Lead the change management process by advocating a customer-focused culture.

- Analyze customer-related processes and identify process gaps. Perform RCA of the entire value chain, identify customer issues and provide smart and sustainable solutions.

- Engage regularly and proactively across the organization as the Voice of the Customer (VOC).

- Assess, manage and enhance the customer experience so that Edelweiss becomes the most preferred stockbroking service provider.

- Make decisions, think strategically, and provide customer experience leadership at all levels of the EWM organization.

- Identify and mitigate potential customer issues in a proactive manner.

Qualifications:

- Graduate (Must) + MBA (desirable) with 12-15 years of overall work experience

- At least 3 years experience in leading a large, multi-location team that manages back end operations or customer service in the Stockbroking Sector

Functional Competencies:

- Be a subject matter expert in customer experience and understanding of consumer behaviour

- Must have sound knowledge of Wealth / Broking products and processes

- Expertise in and passion for visualization of data and insights

- Must have strong 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

- Must be fluent in Microsoft Office software (Excel, Word, PowerPoint)

- The candidate must be able to work independently in a fast-paced environment