- Employ best practices and the latest methodologies in the industry, to understand customer needs (internal and external customers).
- Devise strategies for reduced contacts (Calls / Emails / Other Channels etc.) to deliver a frictionless and seamless experience to our customers without reaching out to the bank for every query or request.
- Responsible for performing quarterly benchmarking exercise for the banking industry across the country and suggest/ recommend best practices
- Monitor TAT (Omni-channel) and improve through building efficiencies and Automation projects.
- Publish key metrics including volumes, TATs and other CX metrics on a regular basis.
- Anticipate roadblocks, add-on work and potential escalation, wherever applicable.
- Review process and controls periodically to ensure risk management. 12. Perform/Analyse root cause for discrepancies in documentation and look for opportunities to improve.
- Work towards industrialising processes and introduce automation where possible.
- Responsible for first-time best resolution, focus on FTR (First Time Right) & FCR (First Contact Resolution).
- Implement & execute customer service strategy and initiatives in line with the objectives of the bank and ensure that our 'Customer Experience' is benchmarked as best across the industry.
- Prompt & qualitative response to every complaint from RBI / senior management.
- Graduation in relevant stream, MBA will be preferred
- Six Sigma green belt certification will be preferred. Black belt will be an added advantage.
- PMP or Design thinking certification will be an added advantage.
- Experience: years only from Banks
- Knowledge of Banking products
- Good communication skill
- Should have demonstrable experience in completing process improvement projects, resulting in improved CSAT, NPS and quality of service delivery
- Should have indepth knowledge and expertise in various CRM/CBS and ticketing tools like ZOHO, Lead Squared, Salesforce, Zendesk, Turing and Freshdesk etc.
- Exceptional team skills, with a proven ability to help and assist highperforming teams.
- Excellent problemsolving and decisionmaking abilities, with the ability to navigate complex challenges.
- Strong communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organisation.
- Strong attention to details and problem solving skills. Strategic thinking with strong analytical skills
- Ability to work under pressure in a fastpaced environment.
- Should be an action oriented leader who will drive continuous improvement from a 'Customer Experience' perspective and bring outsidein perspective to improve CX metrics
- Excellent MS office skills
- Excel & PowerPoint. Should be extremely good with data and deriving actionable insights.
- A good people's manager who should be able to balance people and service delivery in a fast paced growing organisation
-
Banking and Finance
3 weeks ago
Celeste Experience Mumbai, IndiaDirect Channel Openings: · Company: Future Generali Life Insurance Co. Ltd. · Open Positions: Relationship Manager /Sr Relationship Manager /Key Relationship Manager \ · CTC up to 4.5 LPA · Job Description of RM / SRM / KRM: · - Educate the Customer about the product. · - Cold ca ...
-
Associate-banking & Finance
1 week ago
SCGB Solutions Mumbai, India**About us**: · SCGB Solutions provides specialised recruitment services. Please check the 'about our client column' to know about whom we are hiring for. · - Experience in Debt, general lending, borrowing, ECBs, various types of security creation, finance involving bonds, NCDs, ...
-
Banking & Finance Associate
1 week ago
J. Sagar Associates (JSA) Mumbai, Maharashtra, India**Post Qualification Experience**: 1 to 4 years, Law firm experience mandatory · **Other specific requirements**: Knowledge of basic concepts in financing transactions. Experience in drafting financing and security documentation related to banking and finance, project finance or ...
-
Officer - Banking & Finance
20 hours ago
Groupe Veritas Mumbai, IndiaWe at Groupe Veritas (GV) are into varied businesses but our flagship business is International Trade and distribution of Petroleum & Chemical products. · Mentioned herewith is the JD in very brief, which includes but is not limited to the mentioned activities · - LC & BG opening ...
-
Telecaller - Banking & Finance
2 days ago
Hemocean Outsourcing Powai, Mumbai, Maharashtra, IndiaOutbound tele calling Lead generation process) · Process Name · - Standard Chartered Saving account opening Process. · 1- Freshers & Experienced both can Apply. · 2- Gender · - Male & Female both can Apply. · 3-Skills · - Excellent Communication in English required. · 4- Salary F ...
-
Agm-finance & Account/banking-mumbai
2 weeks ago
Busisol Sourcing Mumbai, India**Job Code** · - : JN/CHN · **Function area** · - : Finance & Account · **Contact Person** · - : Mr Karthik · **Industry type** · - : Mining & Steel · **Position** · - : AGM-Finance & Account/Banking-Mumbai · **Work Experience** · - : 10 to 18 · **Status** · - : active · **Hirin ...
-
Finance, Compliance/ Investment Banking
1 week ago
Spring HR Services Mumbai, India**Experience - 0-3 Years post qualification.** · **CTC - Up to 10-20 LPA** · **Location - Mumbai Western Suburbs** · **Open Positions: 4** · **Qualification - Chartered Accountant 1st & 2nd Attempt ONLY** · **#hiringalert #charteredaccounts #mumbai ...
-
Banking Finance
2 weeks ago
Nettech India Thane, IndiaWorking days and shift · Timing · 6 days, week off · - Saturday · shift Timing - 9 AM to 7 PM OR · 11 AM TO 9 PM · KEY RESPONSIBILITIES Should have a knowledge of and able to reach our students · pratical and theory · 1. Complete Banking products and BFSI sector · 2. Credit manag ...
-
Banking and Finance
2 weeks ago
Safexpay Thane, Maharashtra, IndiaManager-Accounts Banking · Tasks · a) Daily and Weekly Cash flow management · b) Managing the Investment of Surplus funds to yield maximum returns. · c) Review, approve and release disbursements as per policy · d) Manage the renewal of banking facility and limits · e) Develop and ...
-
Banking and Finance
2 weeks ago
Safexpay Thane, IndiaManager-Accounts Banking · Tasks · a) Daily and Weekly Cash flow management · b) Managing the Investment of Surplus funds to yield maximum returns. · c) Review, approve and release disbursements as per policy · d) Manage the renewal of banking facility and limits · e) Develop and ...
-
Banking and Finance
2 days ago
Safexpay Thane, IndiaJob Descriptions · Designation Sr. Executive-Banking · Department Finance · Tasks · **a)** **Accounts Banking** · To ensure that bills are: · b) Process as per SOP with accurate accounting · c) Daily bank entry Payment and receipt and very the payment · d) Daily bank reconciliati ...
-
Se hiring utkarsh Small Finance Bank
2 weeks ago
Utkarsh Small Finance Bank Mumbai, India**About Utkarsh**: · Utkarsh Small Finance Bank is one of the leading small finance banks of India, with 900+ banking outlets and 3 million+ happy customers currently, we are emerging day by day towards the best banking experience in this sector. On the other hand, we have been r ...
-
Trainee - Finance, Sg Bank India (Mumbai)
3 weeks ago
Société Générale Mumbai, India**Responsibilities**: · **Job Summary: - **To support the team in managing Head Office and Regulatory reporting, Financial accounting and Tax Management · **Main Responsibilities: -** · **1. RBI/Financial Reporting -** · - Prepare various returns in line with applicable norms for ...
-
AimsHR Mumbai, India**Job Category**:AVP/DVP Structured finance Execuation**Job Type**:Full Time**Job Location**:Mumbai**Salary Range Offered PA**:28 L -37 L**Experience in Years**:5 -10 yrs**Educational Qualifications**:CA 1st AttemptMBA (from top tier institutions)About the Company/Business · Debt ...
-
Société Générale Mumbai, Maharashtra, India**Responsibilities**: · **Job Summary**:To support the team in managing Head Office and Regulatory reporting, Financial accounting and Tax Management. · **Main Responsibilities**: · **1. RBI/Financial Reporting**: · - Prepare various returns in line with applicable norms for subm ...
-
Banking Finance Techer
2 weeks ago
Nettech India Kalyan, IndiaFaculty Should be Teach banking or Finace subjest ' · Make it own Syallbus with help if our Contents. · contents: · - Banking Product · 1. BFSI · 2. Retail Banking · 3. Audit & complience · 4. loans · 5. insurance · 6. Operation During Disbursments · 7. Banking computerization · ...
-
Trainer - Banking & Finance Sector
3 weeks ago
Indianeers Media Pvt. Ltd. Thane, IndiaWe are a Skill Development Training Organization working all over India to improve the livelihood standards of youth in India. We are implementing a new scheme SAKSHAM Programme with **Plan International - Mumbai** under **Banking, Financial Services, and Insurance** Sector Skill ...
-
Unity Small Finance Bank
2 weeks ago
Unity Small Finance Bank Limited Mumbai, IndiaLead - Digital Compliance · Who Are We? · Unity Small Finance Bank, founded by Centrum Financial Services and BharatPe, aspires to be India's first truly digital bank. Leveraging the best-in-class technology, we aim to ensure access and ease of banking for all - including the und ...
-
DBS Bank mumbai, IndiaBusiness Function · Group Finance aims to deliver world-class standards in reporting, financial planning and finance processes. We provide insights and analyses that help the bank make sound business decisions – whether in the areas of product development or customer profitabil ...
-
Riverforest Connections Private Limited mumbai, IndiaJob Purpose: · To originate or provide high level origination support for Investment Banking and Project Finance transactions for the bank, achieving individual and team revenue targets. · Job Responsibilities: · Business Related: · The candidate should have interest and m ...
AVP - Customer Excellence - Small Finance Bank - Mumbai, India - Virtuous Advisors & Resources Private Ltd
Description
Job Description:
Customer Excellence:
Help build team, processes, Vision, and strategy. Create Customer happiness and success culture that truly turns every 'Customer' into an ambassador of our service, and a fan of our brand
Analysis:
Drive customer centric culture, capture the voice of the customer (NPS and C-SAT) and derive insights to drive improvements.
Design and deploy integrated programs that capture feedback for every customer journey, Identify key satisfaction drivers and use those insights to improve the customer experience.
Process Improvement:
Instil customer-centric culture by establishing right values, measure and recognize employees showcasing such values across the ranks.
Operational Efficiency :
Drive Operational efficiencies through below initiatives:
Culture:
Create and set a high performance culture within the team and always have an employee first approach to ensure they are able to deliver a world class customer experience.
Knowledge of Banking Products:
Possess a deep understanding of products such as credit cards, personal loans, payments and liabilities. Stay abreast of industry trends, regulatory requirements and emerging technologies in the financial sector. Build and work in tandem with the Technology / Product team for scaling up innovative modules for predicting customer behaviour and understand the trend / pattern on kind of issues or escalations for each vertical
Leadership and Teamwork:
Be a part of and help build a high-performing Customer Excellence team. Provide mentorship, guidance, and support to any team members. Foster a collaborative and inclusive work environment that encourages innovation and continuous learning.
)
AVP - Customer Excellence - Small Finance Bank professionals in Mumbai
-
B Damodar
Microsoft certified Sharepoint lead administrator
-
Mona Gurnasinghani
Talent Acquisition Specialist
-
Arvind Mahajan
Head of IT
-
Jyoti Bhojwani
Head Customer Service
-
Aatif Siddiqui
Trade finance banking specialist