Lead - Customer Service - Bank

- Hiring for a leading bank located in Mumbai

- Nature of contribution Direct

- Scope of contribution Revenue through 3rd party and bank product cross sales

Job Purpose :

- Ensure streamlined customer propositions/journeys to enable S2S (across channels)

- Drive new initiatives to improve S2S largely driven by advanced analytics and digitization 

Roles & Responsibilities :

Key / Primary Responsibilities of the Role - List the primary deliverables "Identify products which can be cross-sold at customer service channels

- Work with product teams to build product propositions for customer service channel cross-sales

- Collaborate with the HPE team to identify target customers and communicate/render offers

- Build cross-sell journeys for STP and low AHT, including offer rendering on SFDC

- Work with IT team to develop cross-sell journey; test build

- Improve journeys through digitization

- Work with business teams for promotions through the customer service channel

- Collaborate with marketing for internal and external communication to promote cross-sell effort

- Track revenue (through nerve center)

- Work with nerve center to fix targets and incentives for CS channel

- Work with quality and controls team to monitor and improve sales practices

- Collaborate with training to build scripts for objection handling"

- Managerial & Leadership Responsibilities - (if applicable) Coaching to the CS team for sales

- Key Success Metrics: Increase conversion (sales)