Project Manager - Service Excellence/Customer Service - Bank

We are looking the candidate for Service Excellence-Project Manager for Service Excellence department of Bank in Mumbai location. If you are keen on this opportunity and have similar experience please share your updated profile.

Industry:- Banking only

- Identification of Process re-engineering projects by liasoning with respective Product and Business teams thru 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 Retail Branch Banking Product and NRI Customers

- 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 streamlined for enhanced customer experience for Retail Branch Banking Product and NRI Customers

- Will need to drive branch initiatives with the objective to build traction on FTNR, TAT and other initiatives.

- Strengthening Systems, Controls and Processes across for Retail Branch Banking Product and NRI Customers

- Periodic engagement with the regional / cluster leadership to review the the Customer Service Initiatives with a view to improve customer service and experience of Retail Branch Banking Product and NRI Customers

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