Job Discription
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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