Customer Experience Champion

1 week ago

Mumbai, Maharashtra, India IDFC FIRST Bank Full time

Role/Job Title:
Customer Experience Champion

Business:
Retail Banking

Function / Department:
Retail Liabilities

Place of work:
Head office, BKC

Roles & Responsibilities:

  • Capability building in branches to provide excellent customer service experience. Design and formalize strategies and learnings from best practices.
  • Define & Design customer service delivery standards for Branch Banking.
  • Monitor and Review customer journeys, products across all touchpoints (Branch, Online, personal meetings, BOC) as per defined standards.
  • Responsible for reviewing customer centric processes. Set a clear mission and deploy strategies focused towards that mission.
  • Help building necessary capabilities to record customer interactions in branches and across touchpoints.
  • Identify the training, L&D needs for the branches related to Customer service. Empower front line to provide better customer experience.
  • Define and design metrics & measurements to track customer experience with branches (NPS, TNPS, Mistry Shopping, RCU)
  • Follow up and review customer complaints (Branch Banking) across channels
  • Escalations, Grievances, Digital complaints.
  • Effective engagement with Partner, consultants & Vendors for new initiatives & projects related to customer service excellence.

Secondary Responsibilities:

  • Adhere to the grievance redressal processes and policies of the Bank to ensure timely closures. Develop service procedures, policies and standards.
  • Maintain an orderly workflow according to priorities.
  • Achieve high stakeholder satisfaction ratings from business, operations, risk, compliance, audit and IT team.

Managerial & Leadership Responsibilities:

  • People & Stakeholder Management
  • Strong Team player wit the ability to get work done across teams.
  • Ability to visualize an end to process adding value addition to the business.
  • Ability to understand vision of Leadership team and transfer this into execution steps on ground.
  • Demonstrate knowledge of customer experience and help the product team constantly improve customer journeys
  • Defines strategy and help define processes, guidelines and policies that improve customer experience.

Key Success Metrics:

  • Effectiveness of a reengineered processes to achieve target customer excellence, cost (efficiency) improvements and revenue targets.
  • Focus on end customer experience to improve NPS.
  • Anticipate and manage risks to achieve target audit rating
  • Achieve high stakeholder satisfaction ratings from business, operations, risk, compliance, audit and IT team.
  • Team management: drive team performance, develop and retain talent

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