Customer Service Head - Digital Bank Role Purpose - As the head of service, you will be leading the customer service team for the digital bank being set up by the bank. Being a customer focused digital bank, the Service Head will be responsible for delivering best in class customer service experience. The Service Head will be responsible for the design and delivery of the Digital Bank's customer service strategy along with the product managers. The strategy is focused on automating query resolution, pro-active self serve focus, increased agent productivity using technology and agile ways of working. The Service Head will provide leadership and direction to the department and oversees the department's vision, goals, and objectives. The Service Head leads the customer service managers, developing and hiring efficient officers. The individual will also be responsible for leading the day-to-day operations. Key Responsibilities: Customer Service Strategy 1. Develop strategy to deliver best in class customer service experience by designing excellent and seamless customer service journeys 2. Develop service journeys, including intuitive STP designs, quick query resolution, appropriate escalation matrix, service turnaround times and resolution tracking mechanism 3. Work with the product managers and vendors to design service flows for fastest support at the lowest cost (Ex: Service Menus, Chatbot, Smart Agent Assist, intelligent call routing) 4. Improve service journeys basis customer feedback 5. Devise and implement the customer service strategy focused on integrated customer experience and self service 6. Design processes to increase agent productivity and create agile working teams 7. Develop industry-leading processes and best practices to increase customer satisfaction, first contact resolutions and self-serve ratios 7. Develop mechanism to assess and report the quality of support 8. Explore all avenues to improve the customer service and achieve the overall objective Technology 1. Explore and implement relevant technology to achieve the devised strategy Co-ordinate with vendors and internal team to integrate technologies such as dynamic service menus, chat bots, video authentications and agent productivity suites 2. Evaluate implemented technology and suggest improvements and additional features Gather data to develop analytics capabilities to maximize quality and develop insights Implement AI, digitization, and automation to optimize and identify synergies 3. Monitor and ensure uptime of infrastructure, raise red flags and problem solve issues Team and Manpower 1. Identify the hiring requirements and hire the team with relevant skills 2. Plan contact center agent requirements and monitor team roster to maintain quality Manage the team to achieve long term objectives as well as ensuring smooth daily activities Develop and implement training and quality assurance programs 3. Understand the elements of service level delivery, productivity, and quality KPIs 4. Set systems and SOPs to measure department KPIs, define the review frequency, initiate course correction, and seek management guidance as required Operations 1. Ensure highest customer satisfaction and consistent delivery across service channels 2. Collaborate with departments to resolve complicated issues which require special attention 3. Analyze customer service data and statistics to assist in taking key business decisions 4. Manage processes and drive improvements, increase efficiency and reduce complaints 5. Plan the department's budget and monitor regularly KEY PERFORMANCE INDICATORS (KPI'S): Appropriate customer satisfaction metrices .1 First contact resolutions 2. Average resolution turnaround time 3. Self-service ratio 4. Cost to serve / customer KNOWLEDGE, SKILLS, & EXPERIENCE: Minimum Qualifications: A masters degree in any discipline preferably in engineering, operations, or supply chain Masters of Business Administration in Marketing or Operations is preferred Graduation from a technology background will be given priority Minimum Experience: 1. At least 8 years of experience in customer experience and excellence, preferably in technology or internet companies 2. Prior experience in digital banks or consumer facing technology companies is preferred Knowledge, Skills, and Attributes: 3. Demonstrated familiarity with general principles of workflow in a contact / email center Proficient knowledge of customer relationship management 3. Proficient with technologies related to customer service such as IVRs, chatbots and dialers 4. Outstanding people and business leadership skills 5. In-depth knowledge and understanding of customer behavior and translating that into robust customer service processes 5. Excellent negotiation skills and ideally experience with vendor management 6. Excellent verbal and written communication skills 7. Excellent interpersonal and customer service skills 8. Excellent organizational skills and attention to detail 9. Strong analytical and problem-solving skills

Gurgaon/Gurugram

IndusInd Bank - Customer Service Head - Digital Banking  Segment 

IndusInd Bank - Customer Service Head - Digital Banking  Segment  ,Job Description for IndusInd Bank - Customer Service Head - Digital Banking  Segment  in IndusInd Bank in  Gurgaon/Gurugram for (10-15) years of experience. Apply Now!

Job Description for IndusInd Bank - Customer Service Head - Digital Banking  Segment  in IndusInd Bank in  Gurgaon/Gurugram for (10-15) years of experience. Apply Now!