JOB SUMMARY: To define and implement Customer Experience &amp; Service delivery strategy for the Personal Loans business for Consumer Bank. The key is to engage, lead and champion client experience while delivering business results. DETAILED RESPONSIBILITY: - Segment service strategy definition and execution, in collaboration with the Segment heads - Ensure holistic view of the customer experience at business segment level; develop the value proposition for the segment and all products and channels via design sessions - CEX transformation journeys, including related governance with the Journey Owner + KPI definition - Customer insights, best practices &amp; benchmarks - Create customer experience improvement plan and influence implementation of key initiatives to improve results and drive customer loyalty - Baseline current process flows, channel touch points, TATs, hand-offs, pain-points and define an aspirational stage and execute them - Develop recommendations on channel-wise changes to deliver enhanced client experience - Identify process automation opportunities - Execute and manage escalated problem resolution - Monitor and measure customer service initiative on the agreed KPI - Integral part of the process of defining service delivery processes, technology initiatives and models to deliver business results. PREFERRED Skill Set / Education / Background: - Previous experience in business, service or Operations in Unsecured business, especially Personal Loans - Experience in handling technology projects that have direct impact on client experience - Strong knowledge of customer satisfaction drivers - Demonstrated experience influencing leaders to drive the customer experience strategy and improvements across branch and electronic channels - Strong analytics capability to integrate multiple data sources (research, complaints data, 3rd party data etc.) to inform decisions to drive client experience - knowledge of research methodologies and appropriate applicability of each - Excellent relationship building skills

Mumbai

IndusInd Bank - Segment Service Partner - Personal Loans 

Job Description for IndusInd Bank - Segment Service Partner - Personal Loans  in INDUSIND BANK LIMITED in  Mumbai for (3-8) years of experience. Apply Now!