Role : Service Head

Grade : VP/SVP

Reporting to : Product & Program Head

Location : Yes Bank House

PURPOSE OF THE ROL

Yes Private Service Head role is the fulcrum of customer experience for Yes Private clients across all their touch points and moments

of truth with the bank. The role assumes both thought leadership and execution ownership in ensuring that Yes Private clients

experience world class service delivery and transactions fulfilment with the bank.

This role is responsible for ensuring strong oversight and governance controls on processing of requests received across all customer

touch points like branch, service manager, relationship manager & contact center.

This role also architect’s improvement in service design and customer process journeys with a view to enhance speed and

seamlessness for Yes Private customers, leading to superior customer engagement

Key Responsibilities/ Accountabilities

Service Strategy Development: Develop, Implement & Manage Service Strategy to optimize Customer Satisfaction, Retention and Profitability




Responsible for creation and implementation of the service architecture for Yes Private.
Cooperative stake holder management & hands on leadership approach.
Ensuring processes & policies for Yes Private are created and updated timely
Managing escalated complaints and ensuring that the complaints are resolved within TAT.
Drive service and compliance parameters like Re-Kyc, Dormant Account Activation and others amongst the channels
Be a point of contact for Yes Private Service Managers and Yes Private Relationship Managers in case of queries/escalations.
Responsible for ensuring 99% Requests & Queries are resolved within TAT
Responsible for driving 100 NPS score for Yes Private
Ensuring that all Yes Private Service and compliance parameters are tracked, monitored and managed
Tracking and monitoring of service requests received across all touch points from Yes Private clients and ensuring that the requests are processed

📌 Service Head (Mumbai)
🏢 Yes Bank
📍 Mumbai