Assistant Vice President - Strategy & Planning - Customer Experience & Service Quality Function - Bank

AVP, Strategy & Planning - Leading Indian Private Bank

About our client : Our Client is a leading Private Bank in India.

Primary Responsibilities :

- As a part of the Customer Experience & Service Quality function, the incumbent would be responsible to develop strategies & capture customer feedback through customer satisfaction scores

- To acquire target audience by leading design & implementation of campaigns

- Ensure development of service quality metrics in collaboration with relevant Retail Banking functions

- Collaborate with internal stakeholders to achieve the desired business objectives

- To ensure design, development and implementation of quality audit tools

- Benchmark against competitors & other industry leaders and implement best practices

- To ensure effective coverage of the customers & processes by planning usage of effective tools, channels and frequency of measurements

- Track latest advances in customer satisfaction metrics and survey tools

The successful candidate should have :

- MBA in Finance / Operations with at least 6-7 years of experience in Customer Service & Operations roles

- Excellent leadership skills & senior stakeholder management

- Understanding of customer service processes & systems