Will be responsible for enhancing customer experience through process enhancement initiatives across all customer touch-points.
Responsibilities
Identification of Process reengineering projects by liasoning with respective Product and Business teams through proper and formal reviews.
Focus on customer service by proactively engaging with customers to further improve the service standards for the respective segment.
Working with other stakeholders including product, marketing, technology, operations and compliance teams to enhance the service standards for the Bank
Will be responsible for enhancing customer experience through process enhancement initiatives across all customer touch-points.
Analyze and monitor customer complaints, conduct root cause analysis and ensure that processes are streamlines for enhanced customer experience
Will need to drive branch initiatives to improve Bank’s operational efficiency
Strengthening Systems, Controls and Processes
Periodic engagement with the regional / cluster leadership to review the the Customer Service Initiatives with a view to improve customer service and experience of customers
MIS publication (daily, weekly, monthly) as per business requirementsRelevant experience in handling legal documents / service relationship.
Requirements
Bachelors degree in Banking and finance, business administration or related field
2-5 years of experience in service excellence at a Bank
Ability to Influence/relationship Management Skills.