About the role
- Monitor all the metrics of Customer Service for all the Loan Centers covered in the geography handle
- Promote reduction of NFTR at Loan Centers
- Monitoring Net Promoter Score, Process Health Assessment, Service Quality Audit and Five S Implementation at the Loan Centers
- Work towards achievement of Customer Service Championship by all the centers in geo
- Monitor escalations, Root Cause Analysis and take steps for reduction of Complaints
- Promoting Service to Sales (Cross Sell) at Loan Centers and ensure targets achievement
- Training to staffs handling Customer Service
- Ensuing compliance of regulator’s as well bank’s policies
- Contribute to Bank by process improvements, introduction of new process & project initiatives on basis Customer feedback/complaints
Optimal qualification for success on the job is:
- Post-graduation / Graduation from a recognized institute
For successful execution of the job, the candidate should possess the following:
- Knowledge of banking products and services
- Knowledge of regulatory guidelines and norms
- Good communication (both verbal and written) skill in both English and the local language
- Ability to manage complex client situations
- Ability to manage risk and uncertainty for self and team within a dynamic priority-setting environment
Ability to handle pressure and meet deadlines