Responsibilities of the Candidate:
- Manage the commercialization of customer voices to deliver financial benefits for the Bank. Implement insights drawn that will have a material impact on revenue generation and/or cost savings.
- Run the Interaction NPS (iNPS) module for INM WPB – end-to-end monitoring of sampling, CLF, and translating customer feedback to process improvements through the Outer Loop Management
- Observe trends in channel-wise iNPS scores and involve relevant stakeholders to draft and implement action plans to improve customer experience
- Contribute to the financial targets of RBWM through service resolutions and management of customer voices.
- Adhere to regulatory policies and processes
- Resolve customer complaints effectively to improve customer satisfaction.
- Improve service quality and complaint-handling skills through various RBWM customer-facing channels.
- Ensure complaint data accuracy and drive insightful analysis of data for the production of timely and actionable management information
- Implement service recovery strategies to minimize customer impact from incidents affecting multiple RBWM customers.
- Manage long-term resolutions to improve service quality
- Deliver fair outcomes for our customers and ensure our own conduct maintains the orderly and transparent operation of financial markets.
- Act as an internal voice of customers and present areas of concern indicated by complaints to Senior Management.
- Take an independent view of complaints and arrive at a resolution.
- Work with the Chennai CE team toward customer complaint resolution
Requirements:
- Minimum Graduation or as required for the role, whichever is higher
- Knowledge of Bank policy and processes.
- Lateral and balanced thinking.
- High Motivation Level and Good analytical skills
- Ability to multi task within stringent timelines.
- Excelled interpersonal, communication skills
- Ability to collaborate with multiple stakeholders to achieve a common objective
- Analytical ability, project management, communication and negotiation skills
- Creativity to adopt and migrate concepts within available resources