Verified Job
Accounting - Finance
Head Customer Service Delivery
Accounting - Finance
#351330
Remote / WFH
Job Description
IDFC First bank believes in “Always You First.”
We are looking for a dynamic energetic Customer Service Professional to inspire our teams spread across multiple locations to strategize and deliver scalable, consistent best in class customer service across voice and non-voice channels leveraging on the latest technology enabled solutions.
Role/Job Title: Head-Customer Service Delivery
Place of work: Mumbai - Navi Mumbai
Job Purpose:
IDFC First Bank is a young growing bank with retail and wholesale offering, headquartered in Mumbai. The retail Customer Service Centres are located in Mumbai, Noida and Hyderabad and this job is based out of Mumbai. We have more than 1200 people servicing our customers across voice and non-voice channels. The bank strongly believes in Always You First and places customers at the centre of all products and services offered. This role entails providing consistent scalable "best-in-class" service to all our customers across all the channels (voice, non-voice, retail asset centres) by inspiring and enabling our agents to deliver first time right solutions which are enabled by technology, focussing on building seamless service journeys, and driving data led continuous improvement of processes and systems. The role will be responsible to attract best talent, inspire and build teams which are customer centric, nimble, and innovative in their ways of working. The role will closely collaborate across all verticals of the bank to provide seamless service to all customers across the client value chain while complying with all regulatory and compliance requirements.
Roles & Responsibilities:
• Develop Customer Experience (CX) Strategy covering all the aspects related to bank's overall vision & strategy, compliance requirements, employee experience and competition analysis.
• Establish clear service charter for all servicing channels to drive high customer service quality.
• Create robust & compliant processes for all products and across all customer touchpoints
• Build a centralised repository of all processes and reengineer the customer journey and processes thereof to create high value for the customer.
• Lead Service Quality standards for entire Bank by providing well laid out policies & standards for service quality.
• Create & implement strategy for the effective operations of the Contact Centre for Retail bank across all mediums & products.
• Build a profitable Customer Lifecycle management business model to drive relationship value, product holding and transaction velocity.
• Ensure SLA adherence for the inbound Contact Centre management and Retail Assets Branches as agreed with the business teams.
• Streamline synergies between Customer Experience teams, Business Team, and Operations
Secondary Responsibilities:
• Contributing and developing user experience in various applications for internal and external customers.
• Create and deploy strong mechanisms that can constantly measure and monitor the Service Quality & Customer Experience performance and envision changes to existing processes to improve specifications and performance.
• Ensure high quality customer service and review customer complaints in order to maintain customer satisfaction and increase the overall business for the bank.
Managerial & Leadership Responsibilities:
• Champion IDFC FIRST's customer first culture by driving the team to take up high degree servicing norms to ensure absolute customer delight.
• Attract and retain best-in-class talent for key roles in their reporting structure.
• Monitor key parameters on employee productivity, hiring quality and attrition rates and make necessary improvements.
Key Success Metrics:
Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Service Quality benchmarks, Profitable CLCM management, Retail Assets Branches management, ERM Portfolio quality
We are looking for a dynamic energetic Customer Service Professional to inspire our teams spread across multiple locations to strategize and deliver scalable, consistent best in class customer service across voice and non-voice channels leveraging on the latest technology enabled solutions.
Role/Job Title: Head-Customer Service Delivery
Place of work: Mumbai - Navi Mumbai
Job Purpose:
IDFC First Bank is a young growing bank with retail and wholesale offering, headquartered in Mumbai. The retail Customer Service Centres are located in Mumbai, Noida and Hyderabad and this job is based out of Mumbai. We have more than 1200 people servicing our customers across voice and non-voice channels. The bank strongly believes in Always You First and places customers at the centre of all products and services offered. This role entails providing consistent scalable "best-in-class" service to all our customers across all the channels (voice, non-voice, retail asset centres) by inspiring and enabling our agents to deliver first time right solutions which are enabled by technology, focussing on building seamless service journeys, and driving data led continuous improvement of processes and systems. The role will be responsible to attract best talent, inspire and build teams which are customer centric, nimble, and innovative in their ways of working. The role will closely collaborate across all verticals of the bank to provide seamless service to all customers across the client value chain while complying with all regulatory and compliance requirements.
Roles & Responsibilities:
• Develop Customer Experience (CX) Strategy covering all the aspects related to bank's overall vision & strategy, compliance requirements, employee experience and competition analysis.
• Establish clear service charter for all servicing channels to drive high customer service quality.
• Create robust & compliant processes for all products and across all customer touchpoints
• Build a centralised repository of all processes and reengineer the customer journey and processes thereof to create high value for the customer.
• Lead Service Quality standards for entire Bank by providing well laid out policies & standards for service quality.
• Create & implement strategy for the effective operations of the Contact Centre for Retail bank across all mediums & products.
• Build a profitable Customer Lifecycle management business model to drive relationship value, product holding and transaction velocity.
• Ensure SLA adherence for the inbound Contact Centre management and Retail Assets Branches as agreed with the business teams.
• Streamline synergies between Customer Experience teams, Business Team, and Operations
Secondary Responsibilities:
• Contributing and developing user experience in various applications for internal and external customers.
• Create and deploy strong mechanisms that can constantly measure and monitor the Service Quality & Customer Experience performance and envision changes to existing processes to improve specifications and performance.
• Ensure high quality customer service and review customer complaints in order to maintain customer satisfaction and increase the overall business for the bank.
Managerial & Leadership Responsibilities:
• Champion IDFC FIRST's customer first culture by driving the team to take up high degree servicing norms to ensure absolute customer delight.
• Attract and retain best-in-class talent for key roles in their reporting structure.
• Monitor key parameters on employee productivity, hiring quality and attrition rates and make necessary improvements.
Key Success Metrics:
Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Service Quality benchmarks, Profitable CLCM management, Retail Assets Branches management, ERM Portfolio quality
