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16/11 Vikas Chopra
HR Recruiter at V-Konnect Associates

Views:1465 Applications:110 Rec. Actions:Recruiter Actions:23

Head - Service Quality - Business Banking & Cards (14-18 yrs)

Mumbai Job Code: 765427

Head Service Quality _ BFSI _ Mumbai


Job Description :

- 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 through 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.

- Ensure process and service support are extended to the hubs /branches or regions as per the SLA

- Facilitate measurement & enhancement of sales forces effectiveness

Women-friendly workplace:

Maternity and Paternity Benefits

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