Head - Service Assurance - Consumer Banking

Job Title - Head, Service Assurance, Consumer Banking

Education Qualification - Post Graduate/MBA (Preferred)

Preferred Experience:

- Banking experience or knowledge of Banking industry especially in Current accounts and Wealth management

- Should have experience as part of Trade operations in the Bank

- Preferably Service role in the past experience.

- Prior experience in Project Management will help.

Preferred :

Skill Set:

- Customer centric approach

- Process orientation with in depth Operations processes.

Reports to : Head - Consumer Banking

Location Gurgaon

Job Summary:

1. Develop a roadmap for Client Servicing all consumer segments :

Liabilities across :

- Mass and Mass Affluent

- Rural

- Emerging Corporates

Assets :

- LAP/HL/Gold Loans/Credit cards

2. Ensuring BAU :

- Support service delivery in line with business expectations and ensuring linkage with Client Segments Heads and Product Heads.

- Improve Service Culture: Team recognition on key service delivery metrics at branch, cluster & zonal levels

- To develop Teamwork and efficiencies in Service Delivery

- Prompt escalation of all incidents, complaints, system outages, significant errors, customer complaints and people issues

3. Branch Service:

- Ensure branches are geared up for to handle Client queries/complaints as one-stop-shop.

- Assist in handling escalations by channelizing them appropriately.

4. MIS and dash boards :

- No. of queries/complaints received (region wise)

- TAT for closure of queries/complaints

- Root cause Analysis

- Publish Dashboards related to service i.e. Complaints/Queries/requests with their respective TATs

- Bring the VOC (Voice of Customer) trending to senior management.

5. Service improvement projects :

- Support in driving initiatives for addressing the gaps/recurring issues.

- Support in streamlining/review internal processes, where required.

- Actively support the building and rolling out of a continuous improvement framework.

- Focus on Simplification, Standardization & Optimization of processes which affect client servicing and business acceleration.

- Strive to be a true facilitator for all business segments and spread the spirit of I Solve

- Actively support the building and rolling out of a continuous improvement framework

- Lead from the front and roll out initiatives like a Training, Just Do it framework, Process Reviews, 5S across the teams/processing units

- Focus on Simplification, Standardisation & Optimisation of processes

- Complete Process reviews of at least __% of the processes

- Proactively identify and execute end to end process improvement opportunities

- Analyse and come up with productivity benchmarks and look for ways to improve by

- Come up with break through ideas for improvement- Initiatives for automation, process reengineering and process documentation.

6. Maintain Stakeholder Relationships and Client Satisfaction

- Maintain a good engagement in internal and external customers

- Do regular (at least once a quarter) formal calls/meetings with each of the stakeholders

- Take active and ongoing feedback from the stakeholders

- Agree actionables for the above and share with key stakeholders

- Ensure no open items with business.

- To achieve Internal Customer Satisfaction > 85% (or as defined/agreed)

- Benchmarking with similar service providers to ensure high quality service delivery from our Operations unit

- Accurate and timely MIS to business.

- Pro-actively Support business growth, New Products and Manage change programs

7. Engagement

- Engage with teams formally on regular basis

- Ensure a co-ordinated, proactive approach to managing people issues.

- Improve the extent to which staff are engaged and motivated in their day to day responsibilities

- Increase communication efforts through monthly team talks, daily huddles etc

- Take actions based on feedback received from surveys and otherwise

- Support active recognition through Stars of the Quarter Program and other means

- Manage, prepare and motivate people for change

- Embed Buddy program for new joinees

8. People Development & Talent Management

- Create Team leaders, second line for all units

- Complete job sizing for all key roles

- Identify top 20% talent population

- Build an effective retention strategy for top performers

- Ensure good talent is retained within the organisation through systematic grooming and coaching, assignments within and outside CGMO and cross training opportunities.

- Actively look at job rotation for all staff greater than 3 years in current role

Interested Candidate can apply here.