Job Description
Role/Job Title: Specialist Customer Experience Transformation
Business: Operations
Function/ Department: Customer Service
Place of work: Mumbai
Roles & Responsibilities:
'- Responsible for developing customer centric processes which are cutting edge
Focus on end customer experience to improve NPS
Leverage the use of modern technology to enhance data dissemination and decision-making processes
Spearhead initiatives and ideas to reduce costs and improve productivity through newer, more efficient processes
Identify gaps in process implementation and recommend solutions to ensure a seamless customer experience
Liaise with stakeholders (business, operations, digital, risk, legal, compliance, IT, etc.) for buy-in on processes and to ensure processes aligned to inputs from customers
Manage the review of issues identified by Service Quality and direct the development of corrective actions in coordination with business lines and process owners (jointly with Service Quality) to modify/improve processes, policies and procedures
Secondary Responsibilities:
'- Collaborate with internal stakeholders to achieve the desired business objectives whilst ensuring maximum efficiency in internal processes
Facilitate creation of an atmosphere of innovation
Manage process resources in a cost effective manner
Key Success Metrics:
Cost efficiencies in process
Business: Operations
Function/ Department: Customer Service
Place of work: Mumbai
Roles & Responsibilities:
'- Responsible for developing customer centric processes which are cutting edge
Focus on end customer experience to improve NPS
Leverage the use of modern technology to enhance data dissemination and decision-making processes
Spearhead initiatives and ideas to reduce costs and improve productivity through newer, more efficient processes
Identify gaps in process implementation and recommend solutions to ensure a seamless customer experience
Liaise with stakeholders (business, operations, digital, risk, legal, compliance, IT, etc.) for buy-in on processes and to ensure processes aligned to inputs from customers
Manage the review of issues identified by Service Quality and direct the development of corrective actions in coordination with business lines and process owners (jointly with Service Quality) to modify/improve processes, policies and procedures
Secondary Responsibilities:
'- Collaborate with internal stakeholders to achieve the desired business objectives whilst ensuring maximum efficiency in internal processes
Facilitate creation of an atmosphere of innovation
Manage process resources in a cost effective manner
Key Success Metrics:
Cost efficiencies in process
💡 Quick Summary
Seeking a career-building opportunity? The Senior Specialist|Customer Experience Transformation 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.
