Zonal Service Delivery Lead - Bank

Urgent opening for the post of Zonal Service Delivery Lead-Kolkata with one of the leading bank !!

Roles and Responsibilities :

- The Zonal Service Delivery Leader (ZSDL) is responsible for all the operational processes across storefronts and ensures delivery of superior results for by exceeding customer expectations and helping the business achieve their objectives while ensuring strict process adherence.

- The ZSDL will provide the requisite support and guidance to the operating teams to ensure service levels are met, ensuring Audit and QA Scores reflect strong compliance with Regulatory and Process guidelines and high level of customer satisfaction. In addition the ZSDL will focus on efficiencies to ensure we are streamlining our processes and generating better outcomes.

- In addition, the ZSDL needs to work closely with the business to understand Sales forecasts and plan the service delivery. This will also require close working with HC to manage and plan resourcing as well as develop to take on higher responsibilities. This will include working with L&OD to ensure periodic training and assessment to ensure periodic training and assessment to ensure knowledge levels are up to date.

- The ZSDL will also work closely with CPC-HO and cash management teams at HO and Zones to ensure that business requirements are adequately met.

- The ZSDL will be responsible for operational budgets and operating efficiency. They will need to be very familiar with the operating systems and MIS to provide assistance to the teams and proactively work and advice business to meet their objectives.

- The ZSDL will ensure delivery of business objectives through the ROLs which will report into this position.

- In addition the ZSDL will closely work with Zonal counterparts in Business, Collections, HC, IT, Finance, QA, Audit to resolve issues and ensure success for the Zone.