National Manager - Branch Customer Service - Bank

National Manager - Branch Customer Service

Cross Sell at Branches :

- To convert existing customers into potential leads for cross sell and drive business at branches.

- Set up of Customer Service for Branch & Centralized Set Ups

- Alignment of Customer Service strategy to the Business Unit strategy for achievement of budget targets for the current year and coming FY's.

- Close interaction with Credit /Sales/ Product/IT and other key stakeholders -for understanding business plans and aligning deliveries with these plans.

- Manage end to end Branch Customer Service activities.

- Implement process and service metrics for measurement and drive customer Service process and service improvements across all levels.

Project management :

- Work cross functionally with IT team to deploy new technologies to drive efficiency, correct deficiencies, and build greater consistency in processes

- Lead the creation of Business requirements to feed into implementation/ projects. Assist in prioritization of projects based on available resources and business plans

- Assist in UAT and testing of projects.

- Report, track and resolve system bugs.

- Be a part of new product implementations and also new business additions / discussions.

Stakeholder and team management :

- Build a team and recruit operations and branch operations staff in line with the operating model requirements and business objectives

- To ensure effective management of and communication with all retail staff and to ensure adequate staffing levels throughout the business to promote BAU and handle issues

- Perform training for operations staff and measure and improve performance

Key Responsibilities & Accountability :

Cross Sell at Branches :

- To convert existing customers into potential leads for cross sell and drive business at branches.

- Set up of Customer Service for Branch & Centralized Set Ups

- Alignment of Customer Service strategy to the Business Unit strategy for achievement of budget targets for the current year and coming FY's.

- Close interaction with Credit /Sales/ Product/IT and other key stakeholders -for understanding business plans and aligning deliveries with these plans.

- Manage end to end Branch Customer Service activities.

- Implement process and service metrics for measurement and drive customer Service process and service improvements across all levels.

Project management:

- Work cross functionally with IT team to deploy new technologies to drive efficiency, correct deficiencies, and build greater consistency in processes

- Lead the creation of Business requirements to feed into implementation/ projects. Assist in prioritization of projects based on available resources and business plans

- Assist in UAT and testing of projects.

- Report, track and resolve system bugs.

- Be a part of new product implementations and also new business addition / discussions.

Stakeholder and team management :

- Build a team and recruit operations and branch operations staff in line with the operating model requirements and business objectives

- To ensure effective management of and communication with all retail staff and to ensure adequate staffing levels throughout the business to promote BAU and handle issues

- Perform training for operations staff and measure and improve performance and