Banker Customer Experience

3 weeks ago

Madurai, India IDFC FIRST Bank Full time

**Role/Job Title**: Product Manager Customer Experience-Rural Banking

**Place of work**: AP, Karnataka, Rajasthan, Gujarat, MP, Maharashtra, Chattisgarh

**Roles & Responsibilities**:

- Drive and monitor 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.
- Identify customer pain points and highlight the same to Product team/ central squad.
- Monitor and track all customer service related parameter like TAT for customer requests and query resolution.
- Analyze various MIS and data to monitor customer experience with branches (NPS, TNPS, Mistry Shopping, RCU)
- Follow up and review customer complaints (Branch Banking) across channels - Escalations, Grievances, Digital complaints for allocated branches.
- Ensure timely resolution of customer complaints/grievances/queries received through various channels. Handle complex queries and escalations to management.
- Effective engagement with seniors and team leads on new initiatives & projects related to customer service excellence.
- Improving customer service standards of branches by way of knowledge series, identifying L&D needs and trainings on regular basis.
- Travel to branches to provide trainings, review and monitor various Customer Service aspects in the branches.

**Secondary Responsibilities**:
'- Coordinate with other functions to meet to enhance customer experience for banking services availed.
- Identify loopholes in process and supervision mechanism that may lead to customer dissatisfaction and escalations.
- Gain complete knowledge of the products and service offered by bank to resolve customer complaints in effective and complied manner.
- Understand technology/processes/systems/products.
- Proficiency in MS Excel, MS Word & MS PowerPoint.
- Excellent written and verbal English communication skills.
- Strong team player, but equally good at taking initiatives.

**Managerial & Leadership Responsibilities**:
'- People & Stakeholder Management
- Strong Team player wit the ability to get work done across teams. - 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
- Own and drive CX initiatives at branch level.

**Key Success Metrics**:
'- Focus to achieve target customer excellence, cost (efficiency) improvements, digital penetration 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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