Head - Customer Services (Fintech)
- Define the customer service charter for the business, various products & channels
- Identify various facets of customer engagement/ interactions during customer lifecycle
- Build propositions for Service Excellence as a 'USP' for Prime & Digital business
- Define customer service delivery standards for the channels - centralized Contact Centre, branches, digital through app/ web / third party platform to ensure consistent client experience.
- Build strong service excellence ethos which is reflected in all customer communication ; verbal / written, automated/ human engagement
- Development of customer communication strategy and identify opportunities to drive it through different customer touch points
Contact Center:
- Ensure adherence to Service Level Agreements and defined metrics for ensuring consistent client experience for all inbound and outbound calls.
- Review Contact Centre operations on a periodic basis and ensure business continuity through sound processes and infrastructure.
Grievance Handling:
- Drive CRM implementation strategy of the service delivery platform through automation and standardization of processes.
- Ensure maintenance of the CRM system to ensure all customer interactions are captured in the system and tracked for timely closure.
- Ensure robust process controls to drive compliant operations in the Contact Centre and other customer service delivery channels
- Ensure root cause analysis is done for all complaints in a proactive manner
- Communicate and co-ordinate with internal departments for arriving at a resolution
- Dealing with Regularity Authority Complaints and ensuring closures within agreed TATs
- Publishing dashboard and MIS to management, stakeholders on timely basis. Highlighting concerns, business opportunities, revenues, process improvements etc.
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