Assistant Vice President at Yes Bank Limited
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Yes Bank - Regional Service Quality Leader (8-13 yrs)
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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