Job Description
1. To drive Net Promoter Score for various products and customer touch points across the bank to:
- Measure and review performance
- Monitoring action plan and detractor engagement
- Drive improvement
2. Analysis of Customer feedback/ internal processes
- Clear understanding of the product and processes
- To collect sample data points, reports to be able to study the processes & its performance
- Competition Benchmarking and suggesting relevant practices for implementation
- Monitor action plan for implementation
- Follow up / escalation for timely closure of agreed action plan
Business engagement:
- Tracking of important changes, metric movements and latest developments, etc. in the unit.
- To arrive at an action plan collectively with the unit and monitor the plan for improvement of NPS scores.
- Ensure 100% detractor customers are contacted within TAT.
- Evaluate customer pain areas and work collectively with the units to carry out process improvements.
- Measure and review performance
- Monitoring action plan and detractor engagement
- Drive improvement
2. Analysis of Customer feedback/ internal processes
- Clear understanding of the product and processes
- To collect sample data points, reports to be able to study the processes & its performance
- Competition Benchmarking and suggesting relevant practices for implementation
- Monitor action plan for implementation
- Follow up / escalation for timely closure of agreed action plan
Business engagement:
- Tracking of important changes, metric movements and latest developments, etc. in the unit.
- To arrive at an action plan collectively with the unit and monitor the plan for improvement of NPS scores.
- Ensure 100% detractor customers are contacted within TAT.
- Evaluate customer pain areas and work collectively with the units to carry out process improvements.
💡 Quick Summary
Seeking a career-building opportunity? The VP | Net Promoter Score | Bank |4|13 yrs position is now open for candidates interested in the Customer Care Executive 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 Customer Care Executive is a plus.
