Manager - Service Excellence - Customer Service - Banking

Manager - Service Quality & Assurance

- Owner of the CEX Metrics and dashboard (incl. Segment level dashboard to track Segment level CEX Metrics)

- Baseline current process flows, channel touch points, TATs, hand-offs, pain-points and define an aspirational stage and execute them

- SLA definition and adherence tracking across other delivery functions like Ops, IT etc.

- RCA of complaints / aged Service requests

- Collaborate with Segment Service Partners & Process team for improvements

- Administration of all VOC programs and assimilation of the outcome (incl. Annual NPS/CSAT)

- Governance cadence around the metrics to review KPIs and take corrective actions

- Develop recommendations on channel-wise changes to deliver enhanced client experience

- Identify process automation opportunities

- Execute and manage escalated problem resolution

- Deep understanding of our customer through research and analysis related to customer loyalty; understand the competition

- Monitor and measure customer service initiative on the agreed KPI