To lead and manage the Escalation Management Channel, ensuring high standards of personalized service leading to faster resolution of customer’s escalations.
Drive zero repeat and Nil escalation as an agenda
Collaborate with cross functional teams to ensure speedy resolution and drive process improvements
Deep dive of issues received from the Affluent customer’s and driving the culture of service recovery for strengthening consumer relationships through effective resolutions using Corrective and Preventive Actions so that not only does the issue get resolved but the recurrence is prevented
As a Supervisor, leading the last frontier of the service recovery for consumer service issues received as escalations from the Customers & Senior Leadership
Leading projects for improvement in Consumer Experience, Operational Efficiency, Digitization of Customer Journeys basis learnings and feedback from customers
Driving Net Promoter Score (NPS) for the Escalation Management Channel through best in class service recovery
Establishing a culture across all customer channels and Digital DIY for zero defect and first time right to drive reduction in service escalations
Job Requirements -
6 – 8 years of work experience in driving a Customer First agenda within Customer Service, Business or Operations in a Retail distribution set up
Strong domain knowledge of Consumer Banking products, processes and technology
Strong analytical skills to derive insights from data and create actionable thereof
Excellent networking skills to build rapport and consultatively engage with Business and Functional Heads and Cross Functional Teams
Exposure to working directly with Senior Management in a high pressure and timeline oriented environment
Ability to drive change, innovation and impact through active engagement, outreach and project management
Excellent communication, facilitation and presentation skills including proficiency in MS Office tools (MS Excel and Powerpoint)