Customer Experience Manager- Financial Services Hiring for a customer experience manager for an asset management company. Key Responsibilities : 1. Responsible for qualitative initiatives for managing customer service and communications. Partnering with contact center, analyzing top customer issues & devise initiatives to reduce calls/emails at the Contact Center. 2. Responsible for Quality initiatives for the entire Operations with a view to augment contact management for the customer and inculcate proactive servicing to the customers through FTRs, pre-empting consumer requirements & creating an omni-channel architecture. 3. Review and refresh customer journey mapping & customer life cycle management for a seamless customer experience. Responsible for differential services norms across customer segments. 4. Responsible for all communication quality (inbound and outbound) across all enabler channels. Monitor service quality, call and email quality. 5. Lead the customer experience initiative in line with Principal global standards. Work closely with the digital business and technology teams to implement automated solutions and systems for optimum customer experience. Work with marketing & brand to build a service proposition around quality and timeliness. 6. Constantly encourage the team to evaluate and improve service standards, operational systems and costs in line with competitive benchmarks and best practices. Manage the organization's NPS score through strong focus on training, feedback and coaching, 7. Ensure compliance with all regulatory requirements and guidelines of all concerned regulators including but not limited to SEBI, AMFI etc. Role Requirements : - 8 - 10 years of relevant experience in customer experience with at least 2-3 years in a financial services firm. Knowledge of mutual funds desirable. NISM certification mandatory. - Prior experience in call center, vendor management and campaign management. - Eye for detail and quality. Maintain accuracy in interactions - close to be a perfectionist. - Must demonstrate good influencing skills. Must have ability to work within a matrix reporting structure. Must have ability to develop and cultivate relationships with internal and external stakeholders. - Good verbal and written communication skills required, along with problem-solving, planning/organizational, presentation, and listening skills.

Mumbai

Manager - Customer Experience - Financial Services 

Manager - Customer Experience - Financial Services  ,Job Description for Manager - Customer Experience - Financial Services  in Zalent Consulting Pvt Ltd in  Mumbai for (8-10) years of experience. Apply Now!

Job Description for Manager - Customer Experience - Financial Services  in Zalent Consulting Pvt Ltd in  Mumbai for (8-10) years of experience. Apply Now!