Head - Service Quality - Bank

Responsibility :-

- Leading a team of 8-12 Service Quality Leaders.

- Planning, designing the SQ assessment frame work for sales process (assets & liabilities) & channel score card model for retail assets, Business banking & cards.

- Ensuring completion of SQ Assessment and Reviews by the team as per the plan across hubs or branches and respective customer touch points.

- Achieving SQ standards as per the targets set for the year

- Ensure sustenance of the improvement thru validation exercise

- Periodic engagement with the respective Regional Leaders towards a review of the Customer Service Initiatives with a view to improve the scores, process delivery for assets

- Undertake Improvement Projects with a target to create an impact on the Service Delivery, Business Improvement, Cost Reduction and other process KRIs

- Ensure compliance to the processes related to Complaints / Query resolution within timeline & adequate. To take up improvement initiatives with other functions related to Complaints Management

- Competency building among Team.