AVP/VP - Service Quality-Banking 8+

- To facilitate our growing business in India, we are seeking AVP/Manager-Service Quality.This position will be responsible to undertake implementation of key projects and thereby improve the process efficiency, system changes, and enhance customer experience.

Experience in Banking & Finance domain will be an added advantage

Key Responsibilities

The role incumbent would be responsible for

- Re-engineering key client impacting processes and measuring improvement

- Identifying defects and opportunities for product and process improvements

- Collaborate with other team members to analyze client requirements and develop customized solutions

- Creating a customer centric environment and driving the service culture

- Assessing and improving customer satisfaction across business

- Rewarding exceptional customer Support the product, operations and sales teams in new rollouts/ campaign initiatives- ensure zero errors in new launches.

- service.

- Supporting business initiatives that yield business generation or result in expense saves

- Driving superior customer service and supporting training and quality initiatives

Essential Competencies & Skills

- The role incumbent must have a Good understanding of consumer banking products and processes.

- He/She should possess Strong communication and presentation skills and the ability to lead projects with cross functional teams.

- He/she should display an ability to present critical customer issues and recommend process changes to senior management

- Should have strong analytical skills and ability to diagnose processes and systems and should have the ability to deploy best practices in the industry

- Should have strong decision making skills and ability to manage complex business requirements

- MBA preferred with at least with at least 3-4 years in the field of BPR, Project management, Quality Function.

- Certified Black Belt or Business Analyst or Project Management, with experience in handling multiple projects across diverse departments/Units. Heavy usage of Lean and Six Sigma to improve processes and coach others.

- Experience in Banking & Finance domain will be an added advantage

- A strong communication style and ability to influence at all levels

Please send your resume to himanshu@fintellect.in with following details

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