Location - Kamala Mills, Mumbai.

Job Description -

To drive Net Promoter Score for various products and customer touch points across the bank to:

1) Measure and review performance

2) Monitoring action plan and detractor engagement

3) Drive improvement

Key Responsibility Areas -

1. Analysis of Customer feedback/ internal processes -

- Clear understanding of the product and processes
- To collect sample data points, reports to be able to study the processes & its performance
- Competition Benchmarking and suggesting relevant practices for implementation
- Monitor action plan for implementation
- Follow up / escalation for timely closure of agreed action plan

2. Business engagement -

- Tracking of important changes, metric movements and latest developments, etc. in the unit.
- To arrive at an action plan collectively with the unit and monitor the plan for improvement of NPS scores.
- Assisting product/channel in finalizing processes.

3.



Service Recovery -

- Driving detractor calling across all the channels.
- Ensure 100% detractor customers are contacted within TAT.
- Review Resolution Effectiveness Scores trend
- Evaluate customer pain areas and work collectively with the units to carry out process improvements

4. Reviewing overall complaints/queries -

- Analyze complaints trend
- To arrive at an action plan based on Root Cause Analysis

Experience Required -

1) Should have minimum 4-7 years of experience in NPS / customer feedback / VOC /CSAT surveys .

2) Should possess technical understanding to drive digital initiatives

3) Should have positive product / process knowledge

4) Have experience in handling/ driving quality and process related improvements

📌 Quality Initiatives Group-QIG-Manager-NPS-Mumbai (Maharashtra)
🏢 HDFC Bank
📍 Maharashtra