Head - Service Quality/Process Excellence & Training - Bank

Head - Service Quality, Process Excellence and Training_ BFSI

- Lead the Service Quality, Process Excellence and Functional Training for Rural Bank

- Drive Service Quality for all customer journeys within Rural Banking

- Would include but not restricted to JLG, Micro Enterprise Loan, Two Wheelers, Mortgages, and Liabilities

- Ensure customer delight is maintained at each touchpoint

- Enabling a customer centric operation to deliver seamless service to the customers

- Ensure adherence to Process Excellence

- Enable compliant business delivery at all times

- Flag off early warning signals in the portfolio or process

- Coach and guide the teams to follow processes set by the Product team

Training :

- Work on designing product related content to address training needs of the sales force

- Translate the workings of Rural Business into Training deliverables and implement delivery through certified trainers across the branch network

Team handling role :

- 8 to 10 people will report to this person's team. The team members will be spread all over the country where Rural branches are present