CRM & Client Engagement Partner - BFS

CRM & Client Engagement Partner

- 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