Regional Service Delivery Manager - BFSI

Is the single point for Complaints [including Escalated, BO & Partner Complaints] management for the region and executes the related processes, including RCA & coordinating relevant implementation and validating complaints, ensuring timely and accurate processing, as per the laid down procedures.

Supports the implementation and effective working of the Service Management Framework (SMF) in the region.

Lead and manage the Performance Management Process for Services within the region and identify - Strengths- and - Areas of Improvement- . Work closely with the respective branches to ensure effective service delivery.

Executes all internal surveys conducted by the Bank, including Service Audits & Post- Resolution Client Calls. Coordinates any external surveys effected within the region / cross functions.

Ensure a defined engagement model by

- Conducting monthly meets / calls with Regional Stakeholders, relevant support functions, to discuss performance, reviews, etc.

- Regular branch visit and conduct service audits to measure service efficiency

Regularly engages with the relevant & key stakeholders within the Bank/Region