Overview

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.
• Analytical and financial skills
• Strong communication.
• Eye For detail.