AVP - Customer Excellence - Small Finance Bank

Job Description:

1. Customer Excellence: Help build team, processes, Vision, and strategy. Create Customer happiness and success culture that truly turns every 'Customer' into an ambassador of our service, and a fan of our brand!

2. Analysis: Drive customer centric culture, capture the voice of the customer (NPS and C-SAT) and derive insights to drive improvements. Design and deploy integrated programs that capture feedback for every customer journey, Identify key satisfaction drivers and use those insights to improve the customer experience.

3. Process Improvement: Instil customer-centric culture by establishing right values, measure and recognize employees showcasing such values across the ranks.

4. Employ best practices and the latest methodologies in the industry, to understand customer needs (internal and external customers).

5. Devise strategies for reduced contacts (Calls / Emails / Other Channels etc.) to deliver a frictionless and seamless experience to our customers without reaching out to the bank for every query or request.

6. Responsible for performing quarterly benchmarking exercise for the banking industry across the country and suggest/ recommend best practices

7. Operational Efficiency : Drive Operational efficiencies through below initiatives:

8. Monitor TAT (Omni-channel) and improve through building efficiencies and Automation projects.

9. Publish key metrics including volumes, TATs and other CX metrics on a regular basis.

10. Anticipate roadblocks, add-on work and potential escalation, wherever applicable.

11. Review process and controls periodically to ensure risk management. 12. Perform/Analyse root cause for discrepancies in documentation and look for opportunities to improve.

13. Work towards industrialising processes and introduce automation where possible.

14. Culture: Create and set a high performance culture within the team and always have an employee first approach to ensure they are able to deliver a world class customer experience.

15. Responsible for first-time best resolution, focus on FTR (First Time Right) & FCR (First Contact Resolution).

16. Implement & execute customer service strategy and initiatives in line with the objectives of the bank and ensure that our 'Customer Experience' is benchmarked as best across the industry.

17. Knowledge of Banking Products: Possess a deep understanding of products such as credit cards, personal loans, payments and liabilities. Stay abreast of industry trends, regulatory requirements and emerging technologies in the financial sector. Build and work in tandem with the Technology / Product team for scaling up innovative modules for predicting customer behaviour and understand the trend / pattern on kind of issues or escalations for each vertical

18. Leadership and Teamwork: Be a part of and help build a high-performing Customer Excellence team. Provide mentorship, guidance, and support to any team members. Foster a collaborative and inclusive work environment that encourages innovation and continuous learning.

19. Prompt & qualitative response to every complaint from RBI / senior management.

Qualifications and Requirements:

- Graduation in relevant stream, MBA will be preferred

- Six Sigma green belt certification will be preferred. Black belt will be an added advantage.

- PMP or Design thinking certification will be an added advantage.

- Experience: 10 - 15 years only from Banks

- Knowledge of Banking products

- Good communication skill

- Should have demonstrable experience in completing process improvement projects, resulting in improved CSAT, NPS and quality of service delivery

- Should have in-depth knowledge and expertise in various CRM/CBS and ticketing tools like ZOHO, Lead Squared, Salesforce, Zendesk, Turing and Freshdesk etc.

- Exceptional team skills, with a proven ability to help and assist high-performing teams.

- Excellent problem-solving and decision-making abilities, with the ability to navigate complex challenges.

- Strong communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organisation.

- Strong attention to details and problem solving skills. Strategic thinking with strong analytical skills

- Ability to work under pressure in a fast-paced environment.

- Should be an action oriented leader who will drive continuous improvement from a 'Customer Experience' perspective and bring outside-in perspective to improve CX metrics

- Excellent MS office skills - Excel & PowerPoint. Should be extremely good with data and deriving actionable insights.

- A good people's manager who should be able to balance people and service delivery in a fast paced growing organisation

- Age Limit: 45 Years