Responsibilities
* Capability building in branches to provide excellent customer service experience. Design and formalize strategies and learnings from best practices.
* Define & Design customer service delivery standards for Branch Banking.
* Monitor and Review customer journeys, products across all touchpoints (Branch, Online, personal meetings, BOC) as per defined standards.
* Responsible for reviewing customer centric processes. Set a clear mission and deploy strategies focused towards that mission.
* Help building necessary capabilities to record customer interactions in branches and across touchpoints.
* Identify the training, L&D needs for the branches related to Customer service. Empower front line to provide better customer experience.
* Define and design metrics & measurements to track customer experience with branches (NPS, TNPS, Mistry Shopping, RCU)
* Follow up and review customer complaints (Branch Banking) across channels - Escalations, Grievances, Digital complaints.
* Effective engagement with Partner, consultants & Vendors for new initiatives & projects related to customer service excellence.
Secondary Responsibilities
* Adhere to the grievance redressal processes and policies of the Bank to ensure timely closures. Develop service procedures, policies and standards.
* Keep ahead of industry's developments and apply best practices to areas of improvement.
* Maintain an orderly workflow according to priorities.
* Achieve high stakeholder satisfaction ratings from business, operations, risk, compliance, audit and IT team.
Managerial & Leadership Responsibilities
* People & Stakeholder Management.
* Strong Team player with the ability to get work done across teams.
* Ability to visualize an end to process adding value addition to the business.
* Ability to understand vision of Leadership team and transfer this into execution steps on ground.
* Demonstrate knowledge of customer experience and help the product team constantly improve customer journeys.
* Defines strategy and help define processes, guidelines and policies that improve customer experience.
Key Success Metrics
* Effectiveness of a reengineered processes to achieve target customer excellence, cost (efficiency) improvements and revenue targets.
* Focus on end customer experience to improve NPS.
* Anticipate and manage risks to achieve target audit rating.
* Achieve high stakeholder satisfaction ratings from business, operations, risk, compliance, audit and IT team.
* Team management: drive team performance, develop and retain talent.
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