National Service Manager - Non Branch & VOC - Contact Centre - Bank

National service manager - Non branch & VOC will be responsible for level of service provided across all non-branch channels including digital channels. Manage & supervise service parameters for Contact Centre and drive knowledge levels in the unit. Plan and execute client loyalty programs for the bank along with VOC initiatives. Champion the change management basis the output of the VOC across the various functions/department. Execute the complaints management process for the bank and provide functional support to the specialized team managing complaints across all channels.

Detailed Responsibility:

- Non branch & Digital channels : Service levels maintained across Mobile banking / Net banking / ATM / Contact center

- Contact Centre : Ensure all servicing benchmarks are met including FCR, closure TATs and quality of servicing

- Loyalty programs : Drive the loyalty program for the bank

- VOC :Ensure implementation of VOC across multiple channels and improve against benchmark basis outcome on key service deliverables. Executing mystery shopping on service & sales to reduce complaints

- Complaint & Request management: Managing the process of complaints resolution across multiple channels like social media, senior management escalations, net banking, mobile banking and ATM

Preferred Skills/ Education/ Experience:

- Thorough understanding of Bank Operations, Regulatory Framework (KYC, AML etc)

- 3 - 4 years of relevant work experience

- Excellent communication skills

- High service orientation