Head - Service Excellence - Bank

Head_ Service excellence_Bank

The incumbent will be responsible for :

- Business Process Reengineering (BPR) for customer facing process to reduce TAT & internal process to simplify & enhance efficiency balancing operation risk.

- Review of assets & sales processes for simplification and automation

- Root Cause analysis of Assets & sales complaints and identifying process improvements/automation projects

- Undertake Improvement Projects with a target to create an impact on the Service Delivery, Business Improvement, Cost Reduction & Sales force effectiveness

- Benchmarking of processes across major banks to arrive at best possible process improvements.

- Competency building among hub/branch staff around Asset services & sales Processes

- Ensure process and service training is extended to the asset hubs / /branches and other units on new process

- Identifying major areas for Assets FTNR / TAT and focused training/improvement projects

- Coordination with branches and other sourcing units for reduction of pendency of Approval, disbursements & Assets related instructions

- Coordination with other support teams to extend required support to ensure end customer satisfaction