Job Description
Branch Customer Experience - Uplift
-
Ensure Branch Physical/Virtual visit to check the overall branch customer experience. Preparing customer experience report of the branch as per the defined criteria well within timeline as per quarterly roster.
-
Highlight the observations & share them with the branches/Area/region team through email for corrective measures.
-
Follow-up till closure with branches/Area/region & relevant Head office stakeholders for issue resolution and maintain trackable record. Closure of issue benchmark is 60% + monthly
-
Responsible for branch-wise analysis on a monthly/quarterly basis concerning visit observations.
-
Drive customer conversion to digital ranking and digital channels & Improve pension and salary branch management with positive/improving trend
-
Reinforce a culture of excellent customer greetings and first impressions floor Management.
-
To assess branch awareness and ownership of complaint handling procedures, Surprise complaints box check on quarterly basis.
Customer Experience Quality Assurance
-
Assist line manager to promote the delivery of excellent and consistent customer services ensuring that processes are followed by the branch teams.
-
Build sustainable relationships and engage Internal and external customers by interacting with the customers during visits Overall responsible for managing customer experience initiatives at the regional level.
-
Develop Customer experience culture in branches/PBs and play a vital role in branch look & feel improvement.
-
Regularly follow up on SCD, CCTV, Complaints and other uncertain issues for timely resolution.
-
Regularly update contact directories and maintain the CX Picture Directory. Conduct daily dress code compliance checks and share updates.
-
Ensure timely rollouts of CER reports and performance trackers. Bridge between branches, HO and CX HO team for smooth operations.
-
Work for Quantitative performance and deliverables.
Performance KPI Scorecard:
-
Ensure to maintain Monthly Staff service KPI score.
-
Conduct monthly meetings with regional teams for performance alignment.
-
Share Weekly/Monthly meaningful& timely performance logs with the HO CX team.
MIS & Record Keeping
-
Ensure to keep proper records of reports/correspondence ensuring safe custody and maintain day to day discipline as per approved policies & procedures of the bank
-
Assist in all monthly, quarterly regional reports.
-
Strong follow-up in compilation of reports & data from branches.
-
Ensure availability of all data & record consolidation & review of customer experience reports received from Ensure the creation of CX portal user IDs in coordination with the HO team. Follow-up with relevant distribution/ area/ branches to ensure timely complaint closure from relevant branch/area.
Training & Development:
-
Conduct training at the regional/Area/Branch level to improve customer experience reports/ results shared by the HO team.
-
Ensure periodic training & evaluate the needs as and when required.
-
Actively participate in all campaigns launched in Bank.
-
Conduct Zoom and physical training session induction training sessions for branch and field staff & share with HO team on timely basis.
Job Specifications:
1-3 years’ experience on customer experience position in banking sector / service industry.
Minimum bachelor’s from HEC recognized institute.
Knowledge / Skills:
-
Effective presentation & report writing skills.
-
Good Communication skills
-
Data Analysis
-
Experience of planning, prioritizing, organizing own work, and managing multiple deadlines.
Willing to travel across the country as required in the course of business requirements