Job Description
Job Category: BankingFinancial ServiceNBFC
Job Type: Full Time
Job Location: Mumbai
Salary Range Offered PA: 22lacs-25.5 lacs
Experience in Years: 7yrs-16 yrs
Educational Qualifications: CAMBA
Job Role :
– Responsible for driving improvement in customer experience for Wholesale Banking Group (WBG) covering Corporate, Institutional and Investment Banking
– Continuous benchmarking with best in class and making necessary intervention to stay ahead of the curve.
– Identify various customer journeys and make them simpler and leaner to provide better experience.
– Create appropriate framework to carry out Net Promoter Score (NPS) survey for WBG customers.
– Build and drive on customer insights to improve on overall NPS score (Both Relationship and Transaction NPS)
– Analyze customer complaints for recurrent gaps, identify root cause and fix the same.
– Engaging with relevant stakeholders (within and outside WBG) to identify and implement projects required to close the system/process gaps or enhance experience.
– Driving regular customer engagement through comprehensive customer coverage program.
– Analyzing customer complaints, feedbacks and T-NPS and presenting to senior management (Group President & BH) including board’s standing committee on periodic basis.
– Developing and presenting dashboards on critical quality metrics for wholesale banking.
– Driving resolution of senior management and RBI escalations, and guiding the team to solve a wide variety of customer issues within the extant framework of internal processes and RBI regulations. Also managing interface with the Regulator (RBI) on certain complaints.
– Lead the initiatives in areas of service quality, process excellence, Communication management, pro-active servicing, driving self-service, contactability improvement, etc.
Job Requirements :
– CA/MBA with 7-10 years of experience
– Ability to Influence/Relationship Management Skills.
– Attention to detail – for identifying operational misses and process gaps
– Good communication and presentation skills
– Working knowledge of Microsoft Office (Word, Excel & PPT)
– Prior experience / interest in managing customer issues and driving for improving processes is a must.
– Inquisitive about existing processes – can find his / her way through the organization
Job Type: Full Time
Job Location: Mumbai
Salary Range Offered PA: 22lacs-25.5 lacs
Experience in Years: 7yrs-16 yrs
Educational Qualifications: CAMBA
Job Role :
– Responsible for driving improvement in customer experience for Wholesale Banking Group (WBG) covering Corporate, Institutional and Investment Banking
– Continuous benchmarking with best in class and making necessary intervention to stay ahead of the curve.
– Identify various customer journeys and make them simpler and leaner to provide better experience.
– Create appropriate framework to carry out Net Promoter Score (NPS) survey for WBG customers.
– Build and drive on customer insights to improve on overall NPS score (Both Relationship and Transaction NPS)
– Analyze customer complaints for recurrent gaps, identify root cause and fix the same.
– Engaging with relevant stakeholders (within and outside WBG) to identify and implement projects required to close the system/process gaps or enhance experience.
– Driving regular customer engagement through comprehensive customer coverage program.
– Analyzing customer complaints, feedbacks and T-NPS and presenting to senior management (Group President & BH) including board’s standing committee on periodic basis.
– Developing and presenting dashboards on critical quality metrics for wholesale banking.
– Driving resolution of senior management and RBI escalations, and guiding the team to solve a wide variety of customer issues within the extant framework of internal processes and RBI regulations. Also managing interface with the Regulator (RBI) on certain complaints.
– Lead the initiatives in areas of service quality, process excellence, Communication management, pro-active servicing, driving self-service, contactability improvement, etc.
Job Requirements :
– CA/MBA with 7-10 years of experience
– Ability to Influence/Relationship Management Skills.
– Attention to detail – for identifying operational misses and process gaps
– Good communication and presentation skills
– Working knowledge of Microsoft Office (Word, Excel & PPT)
– Prior experience / interest in managing customer issues and driving for improving processes is a must.
– Inquisitive about existing processes – can find his / her way through the organization
💡 Quick Summary
Seeking a career-building opportunity? The AVP |DVP | Customer Experience | Wholesale Banking position is now open for candidates interested in the Bank Jobs sector. This role in Mumbai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.
