Key Responsibilities:

The incumbent will be responsible for

- Ensuring completion of SQ Assessment and Reviews as per the plan across branches and respective customer touch points.

- Achieving SQ standards as per the targets set for the year

- Ensure sustenance of the improvement thru validation exercise

- Periodic engagement with the respective RBL / RSDL towards a review of the Customer Service Initiatives with a view to improve the scores, process delivery

- Undertake Improvement Projects with a target to create an impact on the Service Delivery, Business Improvement, Cost Reduction and other process KRIs

- Ensure compliance to the processes related to Complaints / Query resolution within timeline & adequate . To take up improvement initiatives with other functions related to Complaints Management

- Ensure reduction in pendency's of A/C opening open cases and Customer Instructions for the Region.

- Competency building among branch staff around Customer Service Delivery Processes

- Ensure process and service support are extended to the branches / regions as per the SLA

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

- Good knowledge of the Retail Banking Processes

- Service and Result orientation

Desired Candidate Profile

- Minimum 8+ 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 RBI / Banking Ombudsman policies with respect to customer service at large

- Must possess excellent communication and Analytical skills

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

Qualifications :

Graduate / Post Graduate preferably MBA

Banking Process certifications will be preferred

Experience: 8-12 years

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