Lead - Client Experience Transformation - Branch Banking Channel

This position is for Gurgaon Location

- Exposure to Assets and Cards business, regulations nor the VOC program.

- Lead Branch Banking service strategy definition and execution, in collaboration with the respective stakeholders

- Facilitate deeper understanding of our customer through research and analysis related to customer loyalty; understand the competition, Customer insights, best practices & benchmarks

- Create customer experience improvement plan basis VOCs/NPS and influence implementation of key initiatives to improve results and drive customer loyalty

- Drive corrective measures/streamlining of processes/cross functional projects along with businesses/functions to address customer pain points reported from all Listening Posts (NPS, Complaints) and impact the Client Experience

- Baseline/monitor current process flows, channel touch points, input metrics, hand-offs, pain-points and define an aspirational stage and execute them

- Develop recommendations on channel-wise changes to deliver enhanced client experience for the respective segment/products

- Identify process automation opportunities and drive Digital penetration in the Branches

- Manage the mystery audit program, vendor relations and improvement actions along with the stakeholders

- Execute and manage escalated problem resolution, RCA and complaints reduction actions

- Integral part of the process of defining service delivery processes, people, CRM initiatives to deliver business results.

- Review of KPI Performance, Voice of Customers, Analysis, Actions etc. with the leadership teams

- Review and enhance Pan Bank Client Communications in collaboration with Business/Marketing/Ops units by making them customer centric, and ensure write messaging at right frequency

- 15-17 years of previous experience in service or Operations in Branch Banking unit (national /central level experience preferred) with deeper understanding of front end processes and regulations