Service Quality

Team Member-Customer Experience-SUPPORT SERVICES-Customer Experience

Job Title

Service Quality (Customer Grievance Audit & Process Improvement)

Department

Service Quality / Customer Experience

Reports To

Head – Service Quality and Process Improvements

Job Purpose

The incumbent will be responsible for auditing customer complaints handled and closed by Nodal Officers for consumer bank, with a focus on ensuring high-quality resolution, identifying root causes, and driving systemic process improvements. This role plays a key part in enhancing customer satisfaction and improving Net Promoter Score (NPS) by identifying service gaps and working toward systemic corrections and service excellence. Along with SQ audits, projects emanating from insights from audits and other process improvement suggestions would be also be expected to be driven and delivered.

Key Responsibilities 1. Complaint & Service Request Audit

• Conduct detailed audits of service requests and customer complaints raised by Nodal Officers.
• Assess the quality of resolution from a customer's perspective—timeliness, empathy, accuracy, and completeness.
• Evaluate adherence to internal grievance redressal timelines, regulatory requirements, and bank policies.

2. Drive NPS & Customer Satisfaction

• Analyze customer feedback, NPS trends, and survey inputs to derive actionable insights.
• Leverage audit findings to recommend changes that positively impact NPS and customer satisfaction.
• Support the design and implementation of initiatives that improve the overall customer journey.

3. Root Cause Analysis & Corrective Measures

• Identify systemic issues and recurring complaint patterns.
• Suggest and help implement corrective and preventive actions at both branch and bank-wide levels.
• Collaborate with relevant departments to fix upstream or backend process gaps.

4. Process Improvement Initiatives

• Participate in bank-level projects aimed at service delivery enhancement and complaint reduction.
• Propose process re-engineering solutions that can improve customer experience and operational efficiency.
• Support digitization and automation initiatives related to service quality and grievance handling.

5. Reporting & Insights

• Prepare detailed reports and dashboards highlighting audit findings, trends, and process deviations.
• Recommend actionable insights to senior management and governance forums.
• Contribute to monthly/quarterly service quality reviews and strategy planning.

6. Stakeholder Collaboration

• Work closely with Nodal Officers, different departments (need based).
• Act as a feedback loop between front-end channels and process owners.

Required Skills & Competencies Strong understanding of retail banking processes, products, and service channels.

• Deep appreciation of the importance of customer grievances in banking.
• Excellent attention to detail and ability to detect process anomalies or gaps.
• Analytical thinking with the ability to translate data into actionable recommendations.
• Effective communication and stakeholder management skills.
• Ability to think from a customer's point of view and balance empathy with compliance.

Qualifications & Experience

• Minimum 7–8 years of experience in the banking industry, preferably in roles involving operations, customer service, complaint management, or service quality.
• Graduation is mandatory; Post-graduation in business administration or certifications in quality/process improvement (e.g., Six Sigma, Lean) will be preferred.
• Experience in handling or auditing grievance redressal mechanisms is highly desirable.

Desirable Traits

• Think out of box and be ready to think for Customer
• Self-driven with a proactive problem-solving approach.
• Passionate about customer experience and process excellence.
• Flexible and adaptable to dynamic banking environments.