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13/10 Priya sachdeva
Deputy Manager at Skillventory

Views:589 Applications:85 Rec. Actions:Recruiter Actions:16

National Manager - Branch Customer Service - Bank (8-15 yrs)

Pune Job Code: 1167882

National Manager - Branch Customer Service


Cross Sell at Branches :

- To convert existing customers into potential leads for cross sell and drive business at branches.

- Set up of Customer Service for Branch & Centralized Set Ups

- Alignment of Customer Service strategy to the Business Unit strategy for achievement of budget targets for the current year and coming FY's.

- Close interaction with Credit /Sales/ Product/IT and other key stakeholders -for understanding business plans and aligning deliveries with these plans.

- Manage end to end Branch Customer Service activities.

- Implement process and service metrics for measurement and drive customer Service process and service improvements across all levels.

Project management :

- Work cross functionally with IT team to deploy new technologies to drive efficiency, correct deficiencies, and build greater consistency in processes

- Lead the creation of Business requirements to feed into implementation/ projects. Assist in prioritization of projects based on available resources and business plans

- Assist in UAT and testing of projects.

- Report, track and resolve system bugs.

- Be a part of new product implementations and also new business additions / discussions.

Stakeholder and team management :

- Build a team and recruit operations and branch operations staff in line with the operating model requirements and business objectives

- To ensure effective management of and communication with all retail staff and to ensure adequate staffing levels throughout the business to promote BAU and handle issues

- Perform training for operations staff and measure and improve performance

Key Responsibilities & Accountability :

Cross Sell at Branches :

- To convert existing customers into potential leads for cross sell and drive business at branches.

- Set up of Customer Service for Branch & Centralized Set Ups

- Alignment of Customer Service strategy to the Business Unit strategy for achievement of budget targets for the current year and coming FY's.

- Close interaction with Credit /Sales/ Product/IT and other key stakeholders -for understanding business plans and aligning deliveries with these plans.

- Manage end to end Branch Customer Service activities.

- Implement process and service metrics for measurement and drive customer Service process and service improvements across all levels.

Project management:

- Work cross functionally with IT team to deploy new technologies to drive efficiency, correct deficiencies, and build greater consistency in processes

- Lead the creation of Business requirements to feed into implementation/ projects. Assist in prioritization of projects based on available resources and business plans

- Assist in UAT and testing of projects.

- Report, track and resolve system bugs.

- Be a part of new product implementations and also new business addition / discussions.

Stakeholder and team management :

- Build a team and recruit operations and branch operations staff in line with the operating model requirements and business objectives

- To ensure effective management of and communication with all retail staff and to ensure adequate staffing levels throughout the business to promote BAU and handle issues

- Perform training for operations staff and measure and improve performance and

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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