About The Role

Job Title Industry SME Banking / Senior Manager S&C; GN SONG

Management Level:06 Senior Manager

Location:Bangalore/ Gurgaon/ Chennai/ Pune/ Hyderabad/ Mumbai

Must have skills:Customer Service Strategy and Transformation, Technology, and Innovation

Valuable to have skills: Industry Trends and Disruptions, Digital Literacy, Value architect, Product Owner, Business Analyst, Digital transformation, Business case creations for Contact center transformation.

Experience: 10+ Years preferably in a Bank

Educational Qualification:Post Graduation in Business Management

JobSummary:

We are seeking an initiative-taking and experienced Senior Manager to lead our Customer Service team, with a strong focus on leveraging technology, driving innovation, creating business value, reducing operational expenses, and maximizing customer satisfaction (CSAT). This role is critical in shaping the future of our customer service and ensuring we remain at the forefront of the banking industry.

If this role resonates with you,



we invite you to discover many exciting global opportunities available within Accenture Strategy & Consultings Customer, Sales & Service practice.

Roles & Responsibilities:
- Retail and Commercial Banking Expertise: Serve as a recognized subject matter expert (SME) on retail and commercial banking processes, products, and services. Maintain a deep understanding of core banking systems, lending, deposit, payment, and other banking functions.
- Customer Service Strategy & Vision:Develop and execute a customer service strategy that aligns with the bank''s overall business objectives, focusing on technology integration, innovation, and delivering exceptional customer experience.
- Customer Service KPI Mastery: Possess a strong understanding of key customer service performance indicators (KPIs) in the banking sector, including customer satisfaction (CSAT), Net Promoter Score (NPS), first call resolution (FCR), average handle time (AHT), cost per contact, Emp

📌 ACN GN (Bengaluru)
🏢 Accenture
📍 Bengaluru