Head - Service Quality/Customer Experience - Financial Services

Head Service Quality of Customer Experience

Head Service & Quality of Customer Experience for Financial Services

Base: Navi Mumbai

Responsibilities:

- Customer Engagement and Service quality team will be responsible for tracking customer engagement metrics.

- Ensuring service quality across all relevant channels, including coaching teams from all channels

- Responsible for devising strategies for customer life cycle management through course of the relationship with customer.

- Escalation and grievances: Design and operationalize processes on escalations and customer grievances.

- Report out to grievance handling.

- Conduct RCA to reduce escalations.

- Responsible for all CX related learning across the organization

- Ownership of content preparation

- Determination of delivery mechanism (e-learning vs class room)

- Preparation of continuous learning program for all roles

- Measuring & reporting impact of CX academy

- Coordination with internal stakeholders (HR, L&D) and external partners