Head - Customer Service & Quality - BFSI

Job Description -

- The direct functions for which the role will be responsible for, will include Quality, Feedback, Call Centre and any Customer Service touch points for both B2C & B2B

- Deft in spearheading the gamut of activities as Capital Market Operations, Business Process Design, Implementation & Control, Process Automation

- Skilled in developing a detailed process management plan as well as a measurement framework to smoothen the process.

- Insightful knowledge of analysis and design of process data, application based process re-engineering, process optimization and revenue maximization.

- Experience in handling overall functioning of processes & implementing processes in line with the pre-set guidelines for the Capital, Commodity, Derivative Market and Wealth Management Operations.

- Own the quality and feedback units to improve Customer Service and overall satisfaction scores

- Analyse issues to understand customer behaviour and exceed customer expectations through continual improvement achieved by engaging all stakeholders across all verticals and developing a robust quality model for customer service

Requirements -

- Understanding of Financial Products

- Updated knowledge of latest trends in related digital, technology and product development in digital space

- Basic understanding of Capital Market

- Thorough understanding of Wealth Products & regulatory requirement