COMPLETE CXT:Service Quality - Project Manager

About CXT:

CXT department aims to drive high impact projects delivering process transformation and quality improvement across business functions. The team supports and augments the customer experience platform across the bank (Retail, corporate banking, ATM, Phone banking and Digital banking) by carrying out service quality review for all products and processes, driving improvement across all service processes (both from design as well as processing perspective) and handling escalations in all three lines of business (Retail / loans / Credit cards)

About the Role:

The Project Manager is responsible for carrying out exhaustive service quality assessment for all products and processes, identify opportunities and drive improvement across all service processes (both from design as well as processing perspective) with special focus on lobby management, regulatory compliance FTR, TAT, E2E closure, upfront compliant resolution etc.

Key Responsibilities

• Highlight location / region level deficiencies/ gaps in staff knowledge , facilities , processes etc. and also analyses trends to proactively identify potential red flags
• Drive improved service performance across branches along with stakeholders which should reflect in improved customer experience
• Act as service excellence change agents by working closely to institute a culture of client excellence service values across the bank.
• Project management (product , process , technology initiatives)

Qualifications:

Optimal qualification for success on the job is:

• CA/ FRM would be an added advantage
• Post graduate/ MBA
• 4 years of relevant work experience in a reputed bank/ NBFC

Role Proficiencies:

For successful execution of the job, the candidate should possess the following:

• Knowledge about banking products and services
• Good communication and relationship management skills
• Result orientation.
• Collaboration
• Customer centricity
• Process adherence

#ComeAsYouAre "We are dil se open. Women, LGBTQIA+ and PwD candidates of all ages are encouraged to apply"

Experience Required: 6-16 Yrs