- Develop, train, and mentor the branch's CXO team so that the RMs' clients receive efficient and effective support.
- Optimize the customer service delivery process through SOP evolution, automation, tracking, simplification, and upgrades.
- Design, execute and set goals for the Retail HNI Broking Net Promoter Score (NPS) program
- Communicate effectively, perform process audits and ensure the performance levels are in line with SLA parameters.
- Develop KPIs that can measure and monitor the CXO team's performance
- Set goals, monitor team performance, and present data to senior leadership regularly.
- Lead the change management process by advocating a customer-focused culture.
- Analyze customer-related processes and identify process gaps. Perform RCA of the entire value chain, identify customer issues and provide smart and sustainable solutions.
- Engage regularly and proactively across the organization as the Voice of the Customer (VOC).
- Assess, manage and enhance the customer experience so that Edelweiss becomes the most preferred stockbroking service provider.
- Make decisions, think strategically, and provide customer experience leadership at all levels of the EWM organization.
- Identify and mitigate potential customer issues in a proactive manner.
Qualifications:
- Graduate (Must) + MBA (desirable) with 12-15 years of overall work experience
- At least 3 years experience in leading a large, multi-location team that manages back end operations or customer service in the Stockbroking Sector
Functional Competencies:
- Be a subject matter expert in customer experience and understanding of consumer behaviour
- Must have sound knowledge of Wealth / Broking products and processes
- Expertise in and passion for visualization of data and insights
- Must have strong leadership skills and have the ability to develop and mentor others
- Strong analytical and Problem-Solving skills
- Willingness to learn, innovate, take initiative, think beyond conventional dogma
- Excellent written and verbal communication skills
- Must be fluent in Microsoft Office software (Excel, Word, PowerPoint)
- The candidate must be able to work independently in a fast-paced environment
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