General Manager/AVP - Customer Service - BFSI

- Only candidates from BFSI sector will be considered.

Max CTC offered- 40 lakhs p.a.

Grade & Role : GM / AVP - Customer Experience

Roles & Responsibilities :

- Act as a voice of customer to gain understanding of user personas, pain points and journeys by conducting user research.

- Creating research plans to answer key questions and synthesize the findings to meaningful and actionable insights.

- Designing and conducting usability testing to elicit the most viable solutions for the users.

- Learn, understand and re-engineering of process workflow.

- Implement stakeholder journey principles to understand pain point and create resolutions.

- Build the right KPIs, monitoring tools, internal workflows... to ensure we deliver company growth objectives and deliver a great service to our customers.

- Maintain and improve operations by monitoring performance, identify opportunities and develop action plans for resolution while driving productivity, quality, and high service standards.

- Analyse business trends and identify improvement opportunities to optimize processes, decrease costs and increase Customer value.

- Continuous review and evolve customer interaction processes. Seek out improvements to enhance customer experience scores.

- Conducting brainstorming sessions with team leads to get new ideas and plan of action to implement them.

- Reviewing Customer feedbacks to identify the needs and frustrations of customers.

- Preparing and publishing daily / weekly/monthly MIS to management.

Desired Profile :

1. Postgraduates with minimum 10-12 years of relevant experience

2. Should have worked on stakeholder journeys & developed / provided improvised solutions.

3. Must understand and implemented design techniques & principles to enhance customer experiences.

4. Must have working knowledge in Banks / NBFCs / Fintechs