HR Consultant at SkillVentory
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Head - Service PMO - BFSI (10-20 yrs)
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.
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