HR Executive at V-Konnect Associates
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Head - Service Quality - Bank (10-15 yrs)
- 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.
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