Yes Bank - AVP - Service Quality Leader - Contact Center

Key Responsibilities:

- Will be responsible to carry out all 3 CC unit process audits on a quarterly basis

- Will ascertain gaps in terms of process performance parameters against the benchmark

- Will be expected to liase with the respective stakeholders to conduct the root cause analysis of the gaps identified

- Will work along with the stakeholders to take up improvement action to close the identified gaps

- Will be responsible to carry out the rating / scoring of the unit basis the Audit Criteria

- Will have to take up specific improvement initiatives for improving the Unit rating

- Will be responsible to arrange for adequate training programs with the help of YSB

- Will be engaged in reviewing the audit criteria every year and submit the changes if any to the respective BUHs

- Will function as a dedicated Service SPOC for the CC department for all service enhancement enablers

- Will coordinate with all other support units and channels in the bank to ensure smooth execution of customer requests / queries

- Will take up technology initiatives with respect to the customer experience improvement

- Will actively go through the customer feedback received basis CC transactions and take up improvement initiatives with concerned stakeholders

Key Competencies / skill set:

- Excellent Auditing / Assessment Skills

- Excellent analytical and communication skills

- Excellent business writing skills

- Ability to understand the process / process gaps : Process Management skills

- Ability to conduct data analysis

- Ability to liase with regulators / customers / stakeholders

- Should have Contact Center process experience

- Should have customer service orientation

- Good knowledge of the Retail Banking Processes

- Service and Result orientation

Desired Candidate Profile :

- Minimum 7+ years- experience of handling similar profile preferably with BFSI sector

- Preferably MBA with operations management skills

- Process Management skills are preferred

- Must have the knowledge of Contact Center processes and its performance parameters

- Must possess excellent communication and Analytical skills

- Six Sigma or Project Management skills will be an added advantage

Qualifications -

- Graduation with a minimum of 7+ years of relevant work experience

Experience :

- Should have handled said profile for at least 7+ years preferably in our or another bank

- Must possess experience of managing data, analyzing and coming up with action plan

- Banking Processes