Cluster Head

1. The Cluster Head – BSQIG & VOC -  is responsible for driving  customer-first service agenda across branches Pan India, ensuring adherence to regulatory and internal service quality standards. 
2. The role entails strategizing, implementing, and monitoring customer service improvement plans, regulatory compliance, and audit readiness while developing team capabilities and ensuring robust customer grievance redressal. 
3. A Voice of Customer (VoC) Program Lead is responsible for capturing, analyzing, and leveraging customer feedback (liabilities, asset and digitial products) to drive product /process improvements and enhance customer experience.

1. Execute timely surprise review visits to branches as per the approved schedule.
2. Identify trends, analyze root causes, and recommend both short-term and long-term corrective actions.
3. Ensure transparent, timely & unbiased reporting of findings and coordinate with stakeholders to implement rectifications within defined timelines.
4. Share findings with branch and zonal teams, tracking closure of observations and actions.
5. Recommend disciplinary actions in cases of policy deviation or process lapses, as per the bank's guidelines.
6. Serve as a subject matter expert in assessing and resolving conflicting or complex situations.
7. Act as a helpline for branches in understanding and implementing the branch processes
8. Training Branches on processes where exceptions are high to ensure smooth operations at branches resulting into good customer service 

Voice of Customer

1. Develop and implement VOC strategies
2. Draw customer journeys to simplify the process flow
3. Develop and implement NPS and CSAT survey programs, identifying Customer Pain Points using sentiment analysis etc
4. Liaison between customers and internal teams
5. Analyse NPS, CSATfeedback 
6. Analyse Complaints, arrive at the root cause of the complaint and arrive at corrective and preventive actions
7. Close looping of the issues identified (-ve VOC and Complaints)
8. Evaluate and implement technology solutions to enhance VoC processes, reporting and measurement capabilities.  
9. Reporting, measuring and communication: Summarize findings, present recommendations, and ensure alignment on product improvements to internal stakeholders
10. Continual improvement: Staying updated on industry trends and best practices to continuously enhance the VoC process

Graduate / MBA from reputed Institute

Professional Qualifications

1. A minimum of 15-18 years of relevant Experience in branch banking, customer service, business, or operations, with a strong focus on driving Voice of the Customer.
2. In-depth knowledge of banking products, services, regulatory guidelines to customer service & the Banking Ombudsman Scheme.
3. Strong analytical and problem-solving abilities.
4. Exceptional conflict resolution and negotiation skills.