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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