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Senior Executive - Recruitment at V-Konnect Associates
Views:102 Applications:32 Rec. Actions:Recruiter Actions:3
Manager - Service Excellence - Customer Service - Banking (5-6 yrs)
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
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