Service Quality Leader

Key Responsibilities:

The incumbent will be responsible for

Ensuring completion of SQ Assessment and Reviews as per the plan across branches and respective customer touch points.

Achieving SQ standards as per the targets set for the year

Ensure sustenance of the improvement thru validation exercise

Periodic engagement with the respective RBL / RSDL towards a review of the Customer Service Initiatives with a view to improve the scores , process delivery

Undertake Improvement Projects with a target to create an impact on the Service Delivery, Business Improvement, Cost Reduction and other process KRIs

Ensure compliance to the processes related to Complaints / Query resolution within timeline & adequate. To take up improvement initiatives with other functions related to Complaints Management

Ensure reduction in pendency's of A/C opening open cases and Customer Instructions for the Region.

Competency building among branch staff around Customer Service Delivery Processes

Ensure process and service support are extended to the branches / regions as per the SLA

Key Competencies / skill set:
• Excellent Auditing / Assessment Skills
• Excellent analytical and communication skills
• Excellent business writing skills
• Ability to understand the process / process gaps : Process Management skills
• Ability to conduct data analysis
• Ability to liase with regulators / customers / stakeholders
• Good knowledge of the Retail Banking Processes
• Service and Result orientation

Desired Candidate Profile
• Minimum 8+ years' experience of handling similar profile preferably with BFSI sector
• Preferably MBA with operations management skills
• Process Management skills are preferred
• Must have the knowledge of RBI / Banking Ombudsman policies with respect to customer service at large
• Must possess excellent communication and Analytical skills
• Six Sigma or Project Management skills will be an added advantage

Qualifications :

Graduate / Post Graduate preferably MBA

Banking Process certifications will be preferred

Experience: 8-12 years