AVP - Customer Service Measurement - Bank

AVP - Customer Service Measurement - Leading Domestic Bank

Our Client is a leading domestic Bank in Mumbai.

The job roles and responsibilities are: 

- Ensuring that frequent customer service and success bench marking exercise is conducted and aligning the bank's results against the bench-marked organizations

- To periodically develop and execute customer satisfaction surveys to track customer satisfaction and identify changing service preferences

- Ensuring accurate data generation from survey tools

- Utilizing latest data assimilation techniques to leverage process efficiencies

- Collaborating with internal stakeholders to achieve the required business goals along with ensuring maximum internal process efficiency

- Tracking down latest advances in customer success metrics and survey tools, along with incorporating them in the system

The Successful Candidate should have:

- At least 6 - 8 years of experience in customer service & customer experience roles with an e-commerce company/start-up

- MBA Operations as a preference

- Great stakeholder management skills & customer service orientation