Senior Vice President/Vice President - Customer Service & Quality - BFS

Designation: Sr. Vice President/ Vice President

Role: Head - Customer Service and Quality

Industry: Banking/Financial Services/Broking

Academic background: Post Graduation / MBA from a University of repute

Reporting: COO

Work experience: 12+ years- experience in managing very large staff in Broking & Wealth Management Customer Service & Operations roles.

Over all team size: 70 + members

Role:

The direct functions for which the role will be responsible for, will include

1. Quality & Feedback

2. Call Centre and any Customer Service touch points for both B2C & B2B

Job description

- Deft in spearheading the gamut of activities as Capital Market Operations, Business Process Design, Implementation & Control, Process Automation

- Skilled in developing a detailed process management plan as well as a measurement framework to smoothen the process.

- Insightful knowledge of analysis and design of process data, application based process reengineering, process optimization and revenue maximization.

- Experience in handling overall functioning of processes & implementing processes in line with the pre-set guidelines for the Capital, Commodity, Derivative Market and Wealth Management Operations.

- Own the quality and feedback units to improve Customer Service and overall satisfaction scores

- Analyze issues to pre-empt customer behavior and exceed customer expectations through continual improvement achieved by engaging all stakeholders across all verticals and developing a robust quality model for customer service

Technical Skills

- Understanding of Financial Products

- Updated knowledge of latest trends in related digital, technology and product development in digital space

- Basic understanding of Capital Markets

- Thorough understanding of Wealth Products & regulatory requirement

Desired Skills

1. Good Communication skills & organizational skills

2. Good interpersonal skills with demonstrated abilities in networking with cross-functional teams

3. Ability to influence others Problem solving supported by both in and out of the box thinking

4. Strong Customer Focus

5. Role model in leading teams under very high pressure

6. Should be articulate with high interpersonal skills

Problem Statement volumes around 71000 queries and complaints monthly and the product and service propositions are rapidly changing every week to embrace the technology opportunities to achieve STP and self-service by customers.

Akhila Gunapati