Senior Vice President - Service Excellence - Bank - IIM/XLRI/FMS/MDI

SVP- Service excellence with a leading BANK in Mumbai .

Brief Focus areas are:

- Works closely with the Service Delivery heads/ Operations Centre / Contact Centre heads on the planning, strategy development and execution of the same.

- The role involves a mix of developing short/ midterm strategy for the team including change management and organization development, process improvement, performance management & reviews.

- Study, Review and benchmark branch processes, branch administration, branch service quality and customer experience and suggest improvement models for process optimization.

- Demonstrate ability to work effectively in a highly competitive customer service industry; set and achieve service objectives of Cross-sell, efficient operations, sales support and effective team management, critical for operational and financial success.

- Study and review branch processes, fraud indicators, internal controls to avoid branch operational risks, and frauds.

- Improve business metrics with indirect accountability for all factors like resource productivity, branch profitability, customer satisfaction score & cost reduction

- Assess service quality and business parameters and implement quality Initiatives and Six Sigma programs, adopting change and determining actions, based on situational dynamics.

- Work on various special/strategic/confidential projects with the leaders from time to time. Ensure alignment to institutional goals in partner teams.

- Market review and competitor analysis of developments / new trends in different products, processes, innovations etc.

- Act as a Strategic Advisor to the aligned Functions

The team also actively involved in various Management and strategic business reviews

This is a high visibility internal role, with opportunity for a fast paced career growth for appropriate candidates.

Qualifications

Expected Candidate Profile :

Full time - MBA from Tier 1 Colleges with 8-14 Years of Experience in Financial Services or Consulting Company (management consulting with particular experience in financial services)

- Working exposure to Strategy formulation, Branch Operations, Service Delivery, Contact Centre, etc.

- Experience in delivering large strategic consulting or transformation / change management project in the highlighted areas will be an added advantage.

- Strong communication and presentation skills and the ability & persona to interact with senior/top management executives within and outside the bank.