Branch Service Quality Specialist

KEY RESPONSIBILITIES:

• Drive service quality initiative for the branches across the regions & work on Adhoc project those that results into improvement in service standard of the organization
• Driving initiatives on the ground to achieve superior level of performances by reducing customer complaints, resolution of CRM within TAT and adequacy
• Develop and implement regional metrics for effectiveness of the current processes
• Implement all service policies and procedures with regard to resource management, account maintenance, sales support and service operations
• Provide high level customer escalation management and resolution
• Maintaining compliance and audit parameter for regional branches
• Responsible for Monthly Service Quality Audits at branches, to assess the health of service, regulatory and process compliances, branch ambience, amongst other quality parameters
• Reduction in RBI Ombudsman complaints and Nodal / Senior management escalations, through VOC analysis and implementing process / system fixes
• Ensuring discipline for 100% closure of customer requests / complaints / escalations, within defined TAT
• Imbibe a strong culture of FTR across the entire frontline for seamless customer experience & improve TAT
• Improve NPS through detractor analysis and implementation of best practices across all touch points
• Tracking of branch scorecard and helping branch to improve the CX
• Periodic trainings to the team, Review of RBI Regulatory notices
• Analyse and recommend process improvement/ technology enhancement bringing about major change/ improvement in service standards / cost reduction/ income generation
• Lead service quality initiatives, interventions and customer outreach programs across geographies

ESSENTIAL EXPERIENCE:

• Overall 5 to 10 years of experience in the Banking/ Financial Service or a consumption driven industry with strong understanding of Service Quality and Customer Service
• Strong in-depth knowledge of Branch Banking, Products, Process & Governance and Regulatory Compliance
• Experience in Customer Service, Service Quality, Escalations handling, Central Core Operations, Process Re-engineering, Back-end operations primarily in the banking domain
• Expertise in driving CSAT/NPS
• Driven Service Quality Audits
• Excellent stakeholder and management skills
• Hands on experience in handling escalations and has problem-solving capabilitie