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14/04 Aarti Saini
Team Leader at Ten Heads

Views:1263 Applications:315 Rec. Actions:Recruiter Actions:9

Head - Customer Service - Bank (10-20 yrs)

Mumbai/Navi Mumbai Job Code: 1247549

- Understand customer needs and Business priorities and define and manage the service quality metrics for customer acquisition and instruction processing.

- Proactively identify service improvement plans and be the escalation points for incidence which has exceptional business impacts.

- Setting requirements for achieving standards of excellence in behavior and code of conduct and monitoring their compliance

- Plan direct and coordinate quality assurance programs and formulate quality control policies improving the RBB service delivery efficiency's

- Monitoring, publishing dashboards on SQ metrics for management attention and action.

- Conducting Mystery shopping surveys other audits to ensure adherence to the prescribed guidelines.

- Channelizing the customer feedback to the RBB seniors on timely basis and assisting continuous improvement of products , procedures and services.

- Ensuring insights on reasons for FTNR and TAT delays and enabling interventions to reduce the same for RBB.

- Understand the process gaps and recommend strategies for CX operations

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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