29/04 Neeharika Deep
HR at IndusInd Bank

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IndusInd Bank - Senior Manager - Service Quality & Experience - Corporate Banking (4-5 yrs)

Gurgaon/Gurugram Job Code: 692071

Senior Manager - Service Quality & Experience, Corporate Banking


JOB SUMMARY


Responsible for reviewing & elevating service quality standards for our corporate customers through collaboration with on-ground units, structured feedback programs, strong governance mechanism, continuous process improvements and appropriate audits & reviews. Constantly evolving customer experience of the customers through initiatives, improvements and review.

DETAILED RESPONSIBILITY

- Design of Service Audits - Geography and Segments

- Customer experience & Service quality Metrics and dashboard (incl. Segment level dashboard to track Segment level CEX Metrics)

- SLA definition and adherence tracking across other delivery functions like Ops, IT etc.

- Root Cause Analysis of complaints / aged Service requests

- Collaborate with Segment Service Partners & Process team for improvements

- Administration of all VOC programs and assimilation of the outcome

- Align service delivery KPIs with CEX metrics

- Governance cadence around the metrics to review KPIs and take corrective actions

- Service audits including for branch service teams, CMU

- Driving high SQ standards through continuous process improvements

- Business engagement calls with key stakeholders to understand on ground challenges and issues for proactive escalation management

- Initiatives to increase awareness about internal and external development in service and client experience space

- Structured programs for employee feedback mechanisms

- Structured rewards & recognition program for service delivery related or customer experience program

PREFERRED Skill Set / Education / Background

- 4-5 years' work experience, preferably in Service deliver/ Service quality in corporate banking

- Basic level understanding of processes & operations in corporate banking.

- Proficient in MS office: PowerPoint, Excel & communication skills - written & oral.

- Prior work experience in change management and/or new process implementation preferred

- Self-starter with a focus on continuous process improvement.

Women-friendly workplace:

Maternity and Paternity Benefits

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