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24/04 Kavita Adlakha
Senior Consultant at Mirus Solutions

Views:5137 Applications:415 Rec. Actions:Recruiter Actions:28

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

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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