Sign In
 [New User? Sign Up]
Mobile Version

Regional Manager - Service Quality

Bengaluru, KA
Job Code:
  • Banking & Finance
Applying for this job will take you to an external site
  • Shortlist
  • Email Friend
  • Print

Job Details

Responsible for delivering seamless customer experience; ensure customers feel as 'privileged customers' of UjjivanOverall responsibility of implementing and managing service quality programs in a RegionCompliant Resolution Officer of the Region, satisfactory resolution of all presidential complaintsPlay an active role in improving customer retention rates for the regionResponsible for embedding Service Quality culture across departments and verticals of the regionPRIMARY RESPONSIBILITIESFinancial / BusinessResponsible for improving customer retention rates of branches through CCRs, implement process corrections based on customer exit reasonsResponsible for supervision of customer and employee helpdesk of the regionResponsible for vendor and productivity management of outbound Contact-CentersService Quality programs to achieve targeted Average Number of Products per Customer and New Customer Acquisition ratiosCustomer ServiceCustomer Experience ManagementImplement customer support programs which are empathetic, respectful, courteous and handholdingEnsure customers are offered services with best in the industry experience, quick & hassle freeImplement customer care program through CCRs at all branches of the region; ensure effective mechanism for handling customer concerns/requests around product queries and banking transactionsSeamless transition of customers from 'assisted services' to 'self-managed, digital services'Implement & monitor customers life events management framework at the Region; ensure adherence to guidelines specified thereofResponsible for monitoring vendors of contact centers for quality resolution of all service requests & enquiries of customersGrievance Resolution & Fair Practices CodeImplement guidelines of RBI & Indian Banks' Association (IBA) on customer serviceEnsure effective functioning of customer complaint resolution mechanism across channels i.e. branches, contact centers, BCs, ATMs and other digital channelsCoordination with customer complaint resolution system of vendors i.e. BC network operators, ATM service providers, suppliers etcResponsible for resolving all presidential complaints including those received through Banking Ombudsman, Media, Consumer Courts, Indian Banks' Association and RBIPeriodical review of Grievances report & progress in Implementation of FPC with regional leadership teams - identifying gaps, implement process corrections thereofOversee functioning of monthly branch level Customer Service Committee meetingsImplement customer education initiatives on customer service & grievance redressal mechanismAssist Compliance Dept. for internal and external audits of customer service aspectsResponsible for Implementation of SQ Rewards & Recognition ProgramsInternal ProcessQuality Assurance, Efficiency & Service TAT monitorResponsible for implementing quality control and efficiency tracking mechanism for all key service deliverables to improve customer experienceOversee cross functional quality circles of the region, to identify service defects/gaps, root cause analysis and process correctionOrganize customer satisfaction feedback surveys (CSAT), Mystery shopping & Service AuditsService Quality TrainingsResponsible for implementing role based SQ trainings on customer services, life events management and fair practices codeBasic training for new CCRs and refresher trainings on an ongoing basisAssist HR Dept. for training need assessment on customer service / service qualityHuman Resource & People ManagementTimely recruitment, onboarding of CCRs & other SQ roles of the regionPerformance management and talent retentionEnsure team work, coordination, discipline and customer/branch connectLearning & PerformanceMaintain adequate knowledge of company products, services & processesMaintain complete knowledge of various guidelines from regulators on customer service, grievances redressal, KYC/AML norms etcAwareness of standards and best practices of peers in the banking industryEnsure adherence to training man-days/ mandatory training programs for selfEnsure goal setting, mid-year review and performance appraisal processes are completed within specified timelinesROLE REQUIREMENTSDesired QualificationAny Graduation / MBA / PGDMDesired ExperienceMinimum 5-7 years' experience of customer service in banking, operations, quality management, trainingFUNCTIONAL KNOWLEDGE AND SKILLS(Knowledge and skills needed for satisfactory performance of the job)Efficient customer service and quality managementProblem solving & conflict handlingMIS, data analysis and interpretation, process improvementProject management skillsTraining SkillsBEHAVIOURAL COMPETENCIESShould have exhibited leadership skills, plan & execute projects of high quality & time driven manner.Adept in all available means of communication( oral, written, electronic) to manage people, make decisions, collect and disseminate information in a way that is unambiguousAbility to participate and collaborate with various stakeholders which include both internal & external stakeholders. Example, Vendors, technology partners etc.Ability to manage a team of 8-10
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 5-7


Account Services | Operations | Shift Supervision
Applying for this job will take you to an external site


© Copyright 2015 Al Nisr Publishing LLC - powered by Gulf News