Head/VP/SVP - Customer Experience - Bank

Customer Experience Head (VP/ SVP) - Leading Indian Bank

Hiring for the senior role of VP/ SVP - Customer Experience, for a leading Indian Bank, to lead entire gamut of customer experience across all interactive channels, in use by the bank.

Work Experience :

1. Preferably a management graduate with over 10+ years of experience working as a Customer Service Lead for a bank/ business within a fast-paced and competitive environment.

2. Proven experience in a Digital banking or Fintech businesses

3. Ability to think creatively and strategically, have the ability to multi-task, identify issues and work to resolve them in partnership with business leaders and have the ability to operate effectively under pressure and deliver results.

4. Proven and successful experience in driving positive change and influencing enhanced performance in a customer service function.

5. Strong communication skills to effectively communicate with consumers and convey accurate and high-quality feedback to the business that will facilitate the formulation of an effective approach and strategies.

6. Possess strong skills in data management, analysis, and processing, have an ability to translate raw consumer support data and information into actionable solutions and strategies.

7. Adequate experience in formulating strategies for using social media platform to reach out to customers.

8. Portray an ability to inspire and motivate others, guide them in a unified direction and take accountability for the actions of the business.

Job Description :

- The incumbent needs to balance customer support strategy with delivery and champions for people management, performance management, and talent agendas, enabling excellence in customer support delivery, upholding a consumer-centric focus and mind-set of surpassing departmental expectations.

- The Head of Customer Service should oversee cost effectiveness, productivity, and the provision of customer support procedures that nurture continuous improvement.

- The main responsibilities and roles of the position of Head Customer Service Operations can be summarized as follows:

Strategize :

1. Evangelize the importance of customer experience to the overall performance of the business and establish themselves as the go-to expert for senior management and the business at large.

2. Orchestrate the continuous improvement of customer experience by collaborating with all other business functions, consistently delivering great end-to-end customer experience across all touch points in the customer journey.

3. Explore automation of manual processes through DIY flows / Bot integration with product and tech teams to optimize overall ticket count and enhance CSAT

Lead and Supervise:

1. Visualize end-user experience and then work around planning, strategizing and executing customer service efforts to deliver great experiences.

2. Lead ground support for customer service agents and managers

3. Ensure that customer service activities are seen to deliver measurable and significant value to the businesses and meet customer loyalty targets

4. Play a mentorship role to key leaders within the CS team, ensuring constant sharpening of their skills and grooming them for larger roles.

Measure:

1. Measure the effectiveness of all customer support approaches and initiatives and track customer satisfaction indices and targets

2. Evaluate performance measures for the purpose of continually monitoring the customer support performance processes

3. Conduct financial analysis for the department, managing the departmental budget, voicing any additional financial support for the purpose of facilitating improvement in customer support initiatives.

4. Create reports and strategic recommendations from various customer support research and analyses for actionable decisions by the leadership team and key stakeholders.

Regulatory Reporting:

1. Ensure regulatory compliance and RBI reporting for relevant customer service operations processes.

2. Present department-wise updates on critical metrics and improvements to the leadership as well as the Board.

Location : Delhi NCR