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11/01 Sheetal Jain
HR Consultant at SkillVentory

Views:5335 Applications:143 Rec. Actions:Recruiter Actions:3

Head - Service PMO - BFSI (10-20 yrs)

Pune Job Code: 411598

Relevant yrs of Exp : 5+

Must Have (Key Sourcing Pointers) :

Diverse experience in the financial services domain with specific focus on customer experience / service

Aptitude for technology, analytics and re-engineering

Duties and Responsibilities :

Responsible for managing initiatives within key operations and service units:

Customer Experience :

Implement strategic initiatives for customer experience

Responsible for driving NPS scores

Get best in class practices within service delivery through the operations teams

Continually analyze and improve on the customer communication and collateral for engagement

Pre disbursal customer experience :

Expand the scope of service to entail the early lifecycle of prospecting and design the governance, engagement and communication plans

Service Analytics :

Drive the agenda for service leveraging analytics. Multiple channels, touch points etc provide lots of data which can help us use analytics to make our service offerings differentiated

Regulatory Service Liaison :

Lead a dedicated team who will take ownership of resolving queries raised through the regulatory bodies.

Keep abreast of service related regulatory changes and operationalize them

Continual engagement and relationship building with the key regulatory stakeholders

Drive continuous improvement efforts to achieve process and cost efficiencies

Effectively manage the function to ensure productivity and simplification goals are met

Drive process standardization and improvements to achieve desired results

Identify, design and undertake analysis to facilitate process and/or technology change initiatives

Experience Required :

MBA or Equivalent

12-14 years of experience with min 5 years in customer facing roles driving experience / service

Excellent Communication and Interpersonal Skills

Experience of establishing and maintaining relationships with business units / managers for managing day-to-day business

Ability to effectively communicate and implement policies and procedures

Understanding of analytics and technology

Customer champion

Ability to maintain control, direction and motivation of staff in an ever-changing environment.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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