Head - Service Delivery - Credit Card Customer Services

BU/Function : Retail Service Delivery

Reporting to : Head Service Excellence

Responsibilities :

Job Purpose :

- Drive end to end delivery of service to the credit card customer across the complete lifecycle.

- Collaborate with all stakeholders within the Bank to map all processes that are impacting the customer and drive and monitor TATs (Turn around Times) for the various needs of the customer.

- Credit cards Complaints Management identification, driving resolution across all verticals and stakeholders and reporting for internal and external stakeholders-viz. Senior Management, regulatory boards etc.

- Perform periodic service quality audits across all the functions across the credit cards business and provide insights on process gaps & recommend course corrections across business.

Job Responsibilities :

End to end Service Delivery :

- Map all customer impact items across the complete life cycle of the credit cards cycle. Review the same across the systemic capabilities and customer impact, and wherever found inadequate to be best in class, highlight to business for taking necessary steps to innovate and re-engineer.

- Periodically review the processes and do industry level benchmarking to stay ahead.Perform voice of customer analysis periodically to take ground level feedback and plough it back into the various stakeholders to ensure adequate attention and course correction.

Monitoring and reviewing of end to end TATs :

- Map all customer impact processes and publish TATs on a periodic basis to business and senior management. Identify areas for improvement proactively and lead projects to reduce TATs by collaborating with different stakeholders.

Credit Cards Complaints Management :

- Define the complaint management strategy for the credit cards business. Monitor the capture and resolution of the same. Conduct RCAs(Root cause analysis) for the complaints and drive course correction across all the stakeholders for the business. Publish and escalate non-resolved items whether it is case specific or specific to certain course corrections in the processes.

- Prepare reports and MIS on complaints for submission to regulators and senior management and boards. Represent the business to external scrutiny like regulators from the point of view of complaints management.

- Be part of senior management review meets Customer committee, Senior Management Escalation boards etc and represent the facts and insights to them and as per guidance from senior management undertake projects and drive them towards closure.

Service Quality Audits :

- Perform service quality audits from the across all functions in a structured manner and submit findings to senior management.Drive course corrections wherever required.

Compliance :

- Ensure highest level customer confidentiality w.r.t. data,conversation, audit trails etc.

Qualifications, Experience & Skills :

Qualifications :

- Graduate/Post Graduate with Management background.

Experience :

- 12-15 years of work experience in a BFSI Service environment. Credit Cards experience of 3-4 years in product roles will be an added advantage.

- Working across different functions in a collaborative manner.

- Experience in complaint management front end customer handling (atleast 5 years)

- Experienced in representing customer insights to senior management through presentations.

- Project management experience will be an added plus.

Computer skills :

- Conversant with MS-Office & working knowledge of contact center systems, egs. Avaya, Nortel.

- Vision Plus, Core Banking Systems (FLEXCUBE), Retail Asset System (FINONE),Lead Management systems.

Other skills :

- Excellent Business Communication skills.

- Good working knowledge & experience in collaborating with various units and departments outside of the channel, viz.Operations, Technology, Fincon, Product teams.

- Excellent networking & interpersonal skills.

- Project management skills.

- Good numerical, analytical & problem solving skills.

- Proactive with a sense of ownership and ability to drive results by engaging with key business partners within and outside the organization and channel.

- Knowledge & Proficiency in Quality & Project Management tools - Six-Sigma, Lean, ISO will be a plus