Senior Vice President - Customer Experience Hospitality

Works closely with the Service Delivery heads/ Operations Centre / Contact Centre heads on the planning, strategy development and execution of the same.

The role involves a mix of developing short/ midterm strategy for the team including change management and organization development, process improvement, performance management & reviews.

- Study, Review and benchmark branch processes, branch administration, branch service quality and customer experience and suggest improvement models for process optimization.

- Demonstrate ability to work effectively in a highly competitive customer service industry; set and achieve service objectives of Cross-sell, efficient operations, sales support and effective team management, critical for operational and financial success.

- Study and review branch processes, fraud indicators, internal controls to avoid branch operational risks, and frauds.

- Improve business metrics with indirect accountability for all factors like resource productivity, branch profitability, customer satisfaction score & cost reduction

- Assess service quality and business parameters and implement quality Initiatives and Six Sigma programs, adopting change and determining actions, based on situational dynamics.

- Work on various special/strategic/confidential projects with the leaders from time to time. Ensure alignment to institutional goals in partner teams.

- Market review and competitor analysis of developments / new trends in different products, processes, innovations etc.

- Act as a Strategic Advisor to the aligned Functions

- The team also actively involved in various Management and strategic business reviews

- This is a high visibility internal role, with opportunity for a fast paced career growth for appropriate candidates.