Unit Head – Customer Insight & Conduct

JOB PURPOSE:

To implement and facilitate delivery of the Customer Experience agenda and drive improvement actions on the key experiential components to support the bank’s vision of becoming the ‘best transaction services bank in the market’

KEY ACCOUNTABILITIES:

KNOWLEDGE INITIATIVES:

• Manage and implement the knowledge champion initiative across the bank.
• Monitor the performance of knowledge champions and take corrective measures for improvement.
• Organize and execute train the trainer sessions in identified areas.
• Manage and monitor the participation of staff for training sessions.
• Continuously analyze the impact of trainings conducted across different areas for corrective measures.
• Create awareness of knowledge champion program across the bank by closely coordinating with branch managers and area managers.
• Create alternate channels of enhancing product knowledge across branches.
• Closely work with learning & development team to streamline the knowledge champion program.

VOICE OF CUSTOMER:

• Conduct in-depth customer satisfaction surveys across all BAFL businesses and touch points with a view towards ascertaining pain points/ strengths and competitive advantage.
• Conduct strategic competitive scans across our Retail and Consumer Finance businesses with a view towards effectively benchmarking BAFL in the market.
• Gather psychographic data (financial and lifestyle preferences) on our target customer sets to support refinement of existing product propositions and prioritize new initiatives,
• To collect, analyze and share results complete with action plans and customer feedback highlights to enable and facilitate effective gap rectification.
• To effectively follow up with stakeholders for implementation of action plans.

LIVE SERVICE MONITORING:

• To Manage Live Service Monitoring Initiative in a view towards to monitor the branches in real-time and relay feedback instantly.
• Enhancement of Live Service monitoring to ensure complete or maximum network coverage in collaboration of relevant stakeholders
• Ensure that performance scores are shared with the branches instantly as and when the relevant branch is reviewed.

BANKING CONDUCT:

• Implementation of Fair Treatment of Customers policy across the bank.
• Ensure that all regulatory requirement related to FTC are implemented across the bank.
• Ensure timely and accurate reporting of board approved Conduct Assessment Framework (CAF) self-assessment to State Bank annually
• Ensure quarterly self-assessment of CAF within the bank to identify danger areas and subsequent reporting.
• Conduct monthly diagnosis for visibility on where bank is standing on conduct assessment framework.
• Work closely with stakeholders of FTC to develop reporting tools for conduct assessment framework.
• Implement the pre-requisites necessary for conduct assessment framework.
• Help stakeholders build a strategy towards gaps identified in conduct assessment framework.

GOVERNANCE AND CONTROLS:

• To facilitate Head of CE with required analysis, trends and results for the Customer Experience Council meetings with a view towards informing/ prioritizing and actioning.
• To ensure compliance to Regulatory and Bank Policies to achieve satisfactory audit rating at all times.
• To ensure training and grooming of staff with a view towards enhancing skill sets and facilitating career progression.

STANDARD ACCOUNTABILITIES

• Organize and supervise the activities and work of direct reports to ensure that all work pertaining to Customer Experience is carried out in an efficient and procedurally compliant manner.
• Follow all relevant divisional/departmental policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner.
• Contribute to the identification of opportunities for continuous improvement of systems, processes and practices within the function; taking into account ‘market best practice’, improvement of business processes, cost reduction and productivity improvement.
• Perform additional duties in line with the current role, as and when requested by the Head of Customer Experience.

Minimum Eligibility:

• Bachelors Degree in Business / Analytics
• 7 - 9 years of bank related experience with 5-7 years of relevant experience.

Job Specific Skills:

• Thorough knowledge of Retail/ Consumer banking products and services.
• Good communication skills
• Ability to facilitate improvement/ change.
• Ability to facilitate/support on challenging initiatives with a view towards raising the benchmark on service.
• Ability to position oneself as a facilitator by providing solutions to customer impacting issues.
• Effectively manage time and multi-task