Project Management - Service Excellence - Banking

- Identification of Process reengineering projects by liasoning with respective Product and Business teams through proper and formal reviews.

- Focus on customer service by proactively engaging with customers to further improve the service standards for the respective segment.

- Working with other stakeholders including product, marketing, technology, operations and compliance teams to enhance the service standards for the org

- Will be responsible for enhancing customer experience through process enhancement initiatives across all customer touch-points.

- Analyze and monitor customer complaints, conduct root cause analysis and ensure that processes are streamlines for enhanced customer experience for Customers.

- Will need to drive branch initiatives with the objective to build traction

- Strengthening Systems, Controls and Processes across

- Periodic engagement with the regional / cluster leadership to review the the Customer Service Initiatives with a view to improve customer service and experience

- MIS publication (daily, weekly, monthly) as per business requirements.