Vice President - Customer Experience - Banking

Vice President - Customer Experience - Banking

Job Description :

One of our clients, a Leading Private Bank is looking out for a Vice President - Customer Experience to be based at Mumbai.

Job Purpose :

Design, Develop & Deploy Strategic Customer Experience initiatives for the bank. Manage ideation stage to implementation stage for critical projects to grow and protect existing revenue streams, improve Customer Experience.

Job Responsibilities :

- Drive customer campaigns (aligned to deliver Value enhancements, attrition reduction, HNW/ RM /corporate salary a/c attrition and resign framework)

- Proactively identify the Non Managed customer servicing needs and design campaigns to engage, and guide customers for increased usage of the product.

- Drive operational efficiencies within the center and motivate the staff to achieve business goals. Partner with Product team to train & motivate the call center staff

- Drive sales lead closure effectively by adopting DAP journeys and coordination with branch staff

- Analyze Primary usage & retention data, establish trends, Prepare decks for Steercom& Minute the discussions

- Analytics & Customer Insights led initiatives & reporting

- Maintain MIS for all activities and ensure timely publishing

- Outside in feedbacks to improvise

- Plan intervention to generate customer insights to derive strategic inputs & opportunity identification.

- Active involvement with all stakeholders across value chain and seek feedback from clients & employees to improve services and product development

- Define the program guidelines & Execute the panel discussions with RBLT SPOCs

- Channelize the VOC s & dovetail the same into strategic process improvement initiatives in collaboration with stakeholders.

- Work with Digital, IT, CCT teams and identify the case studies and partner in developing solutions relevant to customers.

Experience / Qualification Required :

- MBA - Marketing from a Premium institute with 14- 20 years, previous experience in heading Customer Service, Experience verticals in BFSI sector (Pref. Banking)

- Customer Relationship, Escalation management

- Program managing process initiatives based on consumer insights

- People / Project management experience

- Strategic thinking

- Communication & Presentation skills (written, Oral & visual)

- People management

- Business Focus / Analytical skills

- Project management

- Collaboration and Influencing Skills

- Banking Product & Process Knowledge

- Planning and Organizing Skills

- Knowledge of Competition & Current trends in financial Industry.