National Head - Branch Service Quality - BFS

Hiring for Financial Organisation

National Head- Branch Service Quality

Location: Mumbai

Reporting to: Sr VP

Travelling of min 10 days in a month

The Service Quality-Head will lead a team who would be responsible for improving service quality of the branches, Retail asset centers, Corporate servicing desks, leading the Gold Program and driving the service metric improvement through various initiatives

Responsibilities:

1. Service Quality: Lead the team conducting service quality assessment and drive improvements across touchpoints along with stakeholders to improve customer experience. Act as service excellence catalyst by working closely to institute a culture of customer service excellence values across the bank.

2. Gold Program: Manage all aspects of Gold Program: creating awareness

3. Service compliance drives :

a. Create and publish service metric MIS reports

b. Identify opportunities to reduce TAT Breach, reduce rework (NFTR)

4. Identify new and creative ways to drive service quality culture across the customer touchpoints