24/04 Kavita Adlakha
Senior Consultant at Mirus Solutions

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Manager - Service Quality - Bank (2-10 yrs)

Mumbai Job Code: 690172

We have an urgent requirement for the role is to drive CUSTOMER EXPERIENCE through Execution efficiency and behavioural changes across front-end and support teams. These interventions are through Branch visits, Scorecard, Customer VOC. The SQM key role is to encourage, guide & influence the branch team in the region to achieve the expected behaviour and efficiency standards. This role requires extensive Travelling.

Role details are:

- Develop the Service Quality framework for the bank

- Manage transactional service quality at all branches Pan-India - Retail Liabilities, Retail Assets, Rural Branches; lead the team of regional service quality managers.

- Manage Service Quality for central support functions - Credit, Collections, Contact Centre etc.

- Drive BPR projects, digital adoption to reduce cost of service and enhance customer experience.

- Lead Six Sigma projects

- Owning and driving customer satisfaction and recommendation scores ; RCA, Action management for customer feedback

- Conducting benchmarking exercise vis-a-vis competition for processes

- Processes documentation, standardization and knowledge management

- Training design and execution for the service team

- Number of years of Work Ex - Minimum 5 years

- Organizations preferred for these roles - NBFCs, Banks

What are functions other than customer service - Business Excellence, CEOs/MD's Office, Service Quality, Process Quality and controls

Women-friendly workplace:

Maternity and Paternity Benefits

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