Team Lead - Service - Institutional & Corporate Segment - BFS

- This role is responsible for on-time-in-full end-to-end service delivery for all Institutional customers through a team of executives who would be centrally located. 

- The tasked would be end-to-end resolution of all types of queries, requests and complaints received through all other channels like phone, email, social media, portal and chatbot. 

- The traditional way of receiving request from customers are through their respective relationship managers, which also needs to be resolved. The role is also responsible to work on increasing the queries from offline to online mode. The role needs to work on CRM implementation for C&I and EM customer base.

- Planning & Execution : Participate in creating branch experience strategy of organization; be responsible for end-to-end execution through team. Work with the business product teams to drive the CRM for C&I and EM verticals.

- Channel Service Delivery : Attend to & resolve service requests for customers pertaining to all institutional LOB received through other channels like Phone, Email and Web Portal . Working with the business product team, Marketing team to drive the channel penetration for the customers.

- Quality & Efficiency : Ensure adherence to SLA parameters and productivity levels of team members

- Customer Advocacy : Responsible for branch service NPS scores