25/12 Reshma Ali
Recruitment Consultant at Steps India

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Lead - Customer Service & Process - Credit Card & Digital Payments (5-13 yrs)

Mumbai/Navi Mumbai/Thane Job Code: 876530

Lead - Customer Service & Process - Credit Card & Digital Payments

The position will be responsible for strategising and executing customer experience through digital transformation and operational efficiencies.


- Lead customer service projects from business side.

- Work closely with contact center and enhancing customer experience at each interaction point with the customer.

- Review customer need to contact or re-contact at all levels by addressing the root cause of contact requests.

- Introduce and enhance self and digital care solutions.

- Leverage process redesign, enabled with advanced analytics.

- Understanding and resolving customer breakpoints during customer onboarding, product and portfolio lifecycle.

- The channeling and subsequent servicing strategy to be tailored according to the customer segment as identified by complete relationship across the bank.

- Right channeling and end state servicing by customer segment. Identify solutions to assist customers in completion of application form.

- Process walkthrough to ensure First Time Resolution for customer queries. Understanding pain points of customers and design process to resolve this. Understand customer escalations and review the underlying process gaps.

- Responsible to track and increase NPS.

- Working with Technology team to deliver best in class customer experience through digital medium.

- Build strong relations with cross-functional teams

- Analyze Industry benchmarks and best practices

- Work closely with Service team

Managerial & Leadership Responsibilities:

- Positive, collaborative attitude, Prolific communicator

- Ability to evaluate potential business opportunities, structure the team's thinking, and reach insightful answers

- Experience in customer service and process management

Women-friendly workplace:

Maternity and Paternity Benefits

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