Head - Customer Service - BFS

This role is to drive a customer centric culture and customer friendly processes in the company through effective implementation of various initiatives through technology and process which can help organization improvise on business performance through customer and distributor delight.

- The position has to work with line of Business Heads and bring standardization in managing our customer service through various touch points

- Core focus is to drive Customer Centricity Culture and implement Best practices that the Industry can offer to its customers.

Key responsibilities:

- Formulate Strategy for Customer & Distributor Delight and best-in-class processes

- Promote customer centric culture in each Line of Business

- Design and deploy

- Customer engagement programs

- Managing Call Centre and various customer touch points

- Process to capture the Voice of customer through different channels

- Measure and improve - Customer and Distributor Satisfaction Index

- Benchmark customer facing processes and satisfaction levels of all Line of Businesses with competition and achieve best-in-class

- Work towards enhancing customer loyalty towards the organization

- Support in building strong relationship with Partners through various initiatives

- Roll out effective customer segmentation and plan to target each segment with unique strategy of engagement

- Review and continuously enhance the customer communication across channels like - call centre, emails, SMS, letters etc.

- Support leaders in their role as cultural leaders in the transformation journey

- Promote cross-functional & cross business transfer of best practices

- Facilitate Knowledge Management initiatives like Best Practice sharing & replication

Experience:

- 12 to 16 Years of experience in service sector in handling similar profile. Preferably from Banking . NBFC.

Interested candidates kindly revert with your profile or alternatively call on 9811313687