Head - Business Process Re-Engineering - BFSI

Key Responsibilities:

The incumbent will be responsible for Sales & service for Retails Assets, Business banking, Credit cards and/or Retail Liability sales to :-

- Ensuring completion of SQ Assessment and Reviews as per the plan across branches/asset hubs and respective customer touch points.

- Facilitating achieving SQ standards as per the targets set for the year

- Ensure sustenance of the improvement thru validation exercise

- Periodic engagement with the respective Regional Leaders towards a review of the Customer Service Initiatives with a view to improve the scores, process delivery

- Undertake Improvement Projects with a target to create an impact on the Service Delivery, Business Improvement, Cost Reduction, Sales force effectiveness and other process KRIs

- Ensure compliance to the processes related to Complaints / Query resolution within timeline & adequate.

- To take up improvement initiatives with other functions related to Complaints Management

- Ensure reduction in pendencies of A/C opening open cases and Customer Instructions for the Region.

- Competency building among asset hub staff around Customer Service Delivery Processes

- Ensure process and service support are extended to the branches / regions as per the SLA