Head - Customer Service - Contact Centre

Job Description

Position / Job Title Head - Customer Service

Function - Contact Centre

Reporting to COO

Location Bangalore Corporate Office

Job Description:

Key Responsibilities (What to be Done)

- The candidate will be responsible for ensuring best in class customer service at all channels.

- Customer Service - Work with front end branch teams to improve the quality of customer service

- Facilitate the training and other needs of customer facing staff

- Manage the NPS exercise for the bank including deciding on the sampling, mode of feedback and so on.

- Analyze the NPS and customer feedback at a bank level and ensure that the shortcomings, suggestions are being worked upon

- Work on other tools to understand quality of customer service, like mystery shopping

Customer Complaint Mgmt:

- Track and close the customer complaints reported to RBI, PMO, nodal officers, sr mgmt.

- Ensure Resolve and dissolve approach i.e. ensuring temporary and permanent fixes for all gaps encountered

- Work with business and other stakeholders to ensure that the gaps highlighted in field processes, systems etc are also fixed

Call center:

- Supervise the call center and deliver on contact center metrics

- Drive service to sales from contact center

Others:

- Responsible for managing the bank level customer service committee governance

Educational Qualification and Experience level

MBA:

Behavioral competencies:

- Must have good understanding of various processes in the bank

- Be an outstanding and persuasive communicator - written and spoken

- Good internal & external networking skills

- Solicit and accept feedback and alternate points of view

- Demonstrate creativity and ability to work with various stakeholders

- Strong Interpersonal skills & Team management skills

- Critical thinking & problem-solving skills

- Self-motivated, pro-active and demonstrate exceptional drive towards delivery