Service & Quality
- Oversees day to day smooth & error free functioning of the functions / duties associated with in all cluster Branch Operations - Customer Service, Operations Risk management and Audit / Compliance & Control framework for the respective Cluster Branches. • Serves as the Single Point of Contact for Cluster functions that require implementation of initiatives at region wise branches; for Cluster functions seeking feedback, MIS, etc from the respective branches. • Ensures that all expectations that clients & colleagues have from the BSD team is delivered in a timely, accurate & reliable manner. • Manages customer escalations, customer grievance redressal, complaint management and response. • Ensures that all people, process, data & systems in the branch are well attuned to deliver consistent & superior levels of service to all customers. • Ensures that adequate records & data pertaining to customer queries and complaints is maintained & analyzed for achieving greater process efficiency.
• Ensures daily / weekly monitoring & analyses of various data points & reports that have bearing on Customer Service & process adherence. • Promotes recent products, processes or systems roll out impacting the clients actively • Coordinates with relationship managers and meet / interact with key clients on a periodic basis to take stock of service levels and customer satisfaction. Also collates their feedback & suggestions • Ensures implementation of all customer service initiatives rolled out from HO, such as collecting feedback through Yes For You forms etc. Also suggest customer service measures for branches • Leads Monthly Branch Service Committee meetings that involves selected critical customers invited in the branch whose feedback is solicited to improve service quality levels • Implements 5S, ISO 9001:2000, Six Sigma standards & meets/exceeds set quality parameters conforming to the standards
Cross Sell & Portfolio Management
• Acquire Liabilities of family/gr
📌 Cluster Head Service (North Goa)
🏢 Yes Bank
📍 North Goa
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