Manager - Service Excellence - BFSI

- Work across Business functions to define the most effective partner experience and satisfaction framework

- Define the overall partner strategy and value proposition for India

- Leverage best in class industry practices to continually enhance the experience excellence framework, including digital enhancements wherever possible

- Define and monitor partner Governance across Businesses including touchpoints at Strategic/Operational levels

- Monitor and track partner escalations, maintain an issues log to track partner experience trends and report anomalies proactively

- Conduct partner visits to maximise partner engagement and strengthen partner relationships

- Own Service Portfolio Management along with the respective functional leads

- Strive to derive Business insights to support decision making for Leadership team

- Work with multiple tools/platforms/ dashboards for execution of partner satisfaction surveys and feedbacks

- Identify actions and monitor and report progress of the same based on the inputs gathered from partner surveys

- Key performance indicators for this role include effective partner experience excellence framework execution, achieving data governance and process standardization, improvements/ enhancements achieved