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. 

• SQ FRAMEWORK – Develop the SQ framework for the affluent segment, defining customer journeys for all processes, detailing handoffs, building process controls, defining monitoring and reporting standards, developing exception and escalation  management process in order to create a world class customer experience
• SERVICE STANDARDS – Develop standards for all processes that are in line with customer expectations with defined SLA & TAT
• COLLABORATING – Will need to work closely with stakeholder departments for setting up robust processes and also working with VRA /In bound teams to understand Voice of the customer (VOC), identifying areas of issues and building solutions around it.  Work with branch teams for ensuring adherence to processes, addressing service gaps
• SQ TOOLS – Design, develop and implement models to track the service quality across processes, functions using NPS, Mystery Shopping, Conducting benchmarking exercise vis-a-vis competition for processes
• DOCUMENTATION – Develop documentation for all the processes and tracking mechanisms and reporting requirements
• TRAINING - Training design and execution for all the stakeholders
• C SAT - Owning and driving customer satisfaction and recommendation scores ; NPS, root cause analysis where we see issues and developing processes to overcoming the same.
• COMPLAINT MANAGEMENT - 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
• MIS & REPORTING – develop and implement reports and mis that captures all the key service indicators across geographies/departments

• In Graduate, PG Preferred
• 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.
• Team player