- Define & Drive the CRM program inorder to derive value for the Bank and ensure a superior CRM experience

- To provide the bank with an edge in understanding its clients, their requirements and in delivering excellence

- Design and execute the Outside-In model in key strategic accounts, to generate client specific business insights to improve client retention, issue resolution etc.

- Continuously improve the customer satisfaction, quality, and other service KPIs

- Ensure cross functional actioning of the business insights generated, to prevent recurrence and drive improvement in Customer experience

- Build Customer service team's skillset, by evaluating the current capability and partnering with the capability development team to address specific skill development needs

- Responsible for execution & enhancement of Customer Effort Analysis, Insights & Action. Drive improvements across the customer touchpoints, time to resolution, repeats etc.

- Build, present & drive change through monthly analysis of emerging trends to identify shift, trends & opportunities in performance, referenced by KPIs

Key Responsibilities:

- Partner in driving CRM program to derive value for the bank.

- Understand the CRM system and develop initiatives on the defined values for the Bank

- Understand data from the CRM system and design meaningful dashboards, MIS and framework for the stakeholders

- Partner for Process Simplification Drive Projects through SDG / Operations / Technology - To enhance customer satisfaction and reduce customer driven variability

- To ensure efficient working of the CRM system with effective repairs, smooth overall functioning and improvement of features provided

- To increase efficiency of the Operations, Solution Delivery and Technology teams with vision, knowledge and a cohesive developmental strategy

- Ensure response TAT basis agreed SLA with business

- Lead projects to deliver higher productivity, Volume reduction and Enhanced Customer experience

- Drive first contact resolution along with repeat volume reduction

- Set up governance mechanism between client and bank touchpoints

- Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently drive qualitative customer experience at each interaction and leverage the revenue opportunity.

- Oversee day to day performance to deliver best in class service, meeting or exceeding all KPIs

- Channelize customer traffic from traditional channels to digital channels

- Partner with stakeholders to develop strategies and segment customers with business objectives

- Define Performance metrics responsibility to manage: service level adherence, high customer satisfaction scores and staff utilization at Branches

- Enhance the quality of customer interactions, ensuring quality assurance, compliance and regulatory obligations are met

- Responsible for overall program performance and achievement of objectives. Handle multiple LOB's and drive high levels of performance across various metrics

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