Job Description
• Understand customer needs and Business priorities and define and manage the service quality metrics for customer acquisition and instruction processing.
• Proactively identify service improvement plans and be the escalation points for incidence which has exceptional business impacts.
• Setting requirements for achieving standards of excellence in behavior and code of conduct and monitoring their compliance
• Plan direct and coordinate quality assurance programs and formulate quality control policies improving the RBB service delivery efficiency's
• Monitoring, publishing dashboards on SQ metrics for management attention and action.
• Conducting Mystery shopping surveys other audits to ensure adherence to the prescribed guidelines.
• Channelizing the customer feedback to the RBB seniors on timely basis and assisting continuous improvement of products , procedures and services.
• Ensuring insights on reasons for FTNR and TAT delays and enabling interventions to reduce the same for RBB.
• Understand the process gaps and recommend strategies for CX operations
(ref:iimjobs.com
• Proactively identify service improvement plans and be the escalation points for incidence which has exceptional business impacts.
• Setting requirements for achieving standards of excellence in behavior and code of conduct and monitoring their compliance
• Plan direct and coordinate quality assurance programs and formulate quality control policies improving the RBB service delivery efficiency's
• Monitoring, publishing dashboards on SQ metrics for management attention and action.
• Conducting Mystery shopping surveys other audits to ensure adherence to the prescribed guidelines.
• Channelizing the customer feedback to the RBB seniors on timely basis and assisting continuous improvement of products , procedures and services.
• Ensuring insights on reasons for FTNR and TAT delays and enabling interventions to reduce the same for RBB.
• Understand the process gaps and recommend strategies for CX operations
(ref:iimjobs.com
💡 Quick Summary
Seeking a career-building opportunity? The Head | Customer Service | Bank position is now open for candidates interested in the Bank Jobs sector. This role in Navi 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.
