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Manager - Service Quality - Programme Verticals - BFSI (8-10 yrs)
Job Role:
Managing Service Quality initiatives, interventions and outreach, PAN India for the Priority Banking, NRI Banking and other programme verticals with the objective of driving a culture of best in class service delivery
- Engaging with all business and service teams in Corporate Office as well as the distributed network and drive a culture of Service Excellence through Zero Defects and First Time Right leading to reduction in customer complaints, regulatory escalations, improvement in NPS and operational efficiency
- Root Cause Analysis of Customer Escalations (Regulatory, Sr Mgmt) to understand service delivery gaps and bottlenecks and working with relevant stakeholders in the channel and HO on the actionables with a focus on prevention of service disruptions
- Managing projects across themes of TAT improvement for Service Requests, Complaints Ratio per ORM guidelines, Escalations reduction, First Pass improvement, NPS improvement, etc
- Driving improvement plans and action points via performance insights from the Service Quality Score Card and other Service Metrics
- Conducting periodic reviews with Regional Teams on critical to service parameters and charting out improvement plans and following through for necessary curing/implementation
Job Requirements:
- 8 - 10 years of work experience in managing service delivery and operations within a high-intensity Retail distribution set up like Priority Banking, NRI Services, etc
- Exposure to working on service improvement projects in a high pressure and timeline oriented environment
- Strong analytical skills to derive insights from data and create actionables thereof
- Excellent networking skills to build rapport and consultatively engage with Cross Functional Teams to drive service excellence goals
- Excellent communication, facilitation and presentation skills including proficiency in MS Office tools (MS Excel and Powerpoint)
- Adaptability and willingness for occasional need based business travel
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
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