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The role holder is responsible for building the customer experience and service quality model for the affluence segment. Role holder will be tracking all points of customer engagement, addressing customer queries, and identifying ways to improve our customer services. Role holder should exhibit in-depth knowledge of customer engagement channels and experience in banking industry and specially dealing with affluent segment. Role holder will need to map the customer journey and lifecycle across processes in order to develop fail proof processes. Role holder should understand customer needs and requirements to develop effective quality control processes. Role holder will drive CUSTOMER EXPERIENCE through execution efficiency and behavioral changes across front-end and support teams. Will need to develop Scorecards and also closely track the VOC for developing/designing processes

• Develop standards for all processes that are in line with customer expectations, with defined SLA & TAT.
• Closely with stakeholder departments for setting up robust processes and also working with VRA /Inbound teams to understand Voice of the customer (VOC), identifying areas of issues, and building solutions around it.  Work with branch teams to ensure adherence to processes, addressing service gaps.
• Design, develop, and implement models to track the service quality across processes, functions, using NPS, Mystery Shopping, and conducting benchmarking exercise vis-a-vis competition for processes.
• Develop documentation for all the processes and tracking mechanisms, and reporting requirements.
• Training design and execution for all the stakeholders.
• Ensure the effective and efficient usage of the customer complaint management process/ system and customer feedback mechanisms, and ensure process is set up and managed smoothly.
• Develop and execute the product strategy, roadmap, and feature planning for the Premium Banking Mini-App.
• Ensure the channel is fully staffed, trained, mentored and monitored. The team will need to be provided with approved scripts as per the overall WM plan.

• Minimum 5 years of experience in SQ /Customer experience  management.
• Experience in banking industry.
• Customer-oriented mindset.
• Excellent communication skills.
• Strong interpersonal skills and an ability to build rapport with customers.