RBCX-Regional Customer Experience Lead
- HDFC Bank
- 14 - 18 Years
- Jaipur ,
- 4 years ago
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Job Description
Job Description :
A) Analyzing, Interpreting & prioritizing customer Insights, Driving Process Improvements 1) Publish Regional Dashboards on critical CX parameters2) Identifying Best Performing & Low Performing branches , Deep dive to understand the people process Infra technology issues impacting CX , Drive initiatives towards improvement in Customer perception on service experience.3) Collaborate & drive Strategic initiatives & Projects with Central business teams 4) Generate ideas in partnership with Stakeholders to improve CX.B) Implement Strong Governance for NPS Program and drive the program effectively within the regions. 1) Drive the program effectively in the region in collaboration with Regional / Zonal Heads 2) Ensure that the regional teams have a good understanding on the spirit & ethos of the program 3) Create a culture of best practice replication across the branches.C) Service Quality Focus 1) Communicate & Get adequate focus & attention on the SQI parameters2) Monitor the Best & low Performing branches on SQI for the region, engage with them to understand the process deliver gaps, define action plan for engagement with the branches to improve the SQ focus.D) Customer Focus Capability building 1) Drive Reward & Recognition program aligned to the Smile Program Guidelines 2) Ensure CX as a critical discussion point in all the meetings and Staff get together, events 3) Calendarize & Facilitate training programs, Events and Workshops to build Customer Focus skills & Knowledge in the system4) Identify Role models and drive Positive customer friendly attitudes & behaviours5) Support training interventions for partner resources to build customer focus.E) Retail Branch Walk In Experience1) Support & Provide guidelines to branches to provide greater walk in customer experience - Waiting time, Fixing Appointments, Escalation management etc2) Create a good governance on the SLA's for upkeep of Infra support & Machines critical to delivering great CX F) Service Branding & Communications 1) Drive initiatives towards Customer Service branding within the branches.2) Drive initiatives towards improving quality of customer communication & engagements.Skills1) Communication & Presentation skills (written, Oral & visual)2) Customer Focus & ability to understand Customer insight3) Project management4) Ability to combine data, facts and business acumen to generate relevant recommendations & Process improvement initiatives that get implemented.5) Collaboration and Influencing Skills6) Banking Product & Process Knowledge7) Planning and Organizing Skills8) Knowledge of Competition & Current trends in financial Industry.
Employement Category:
Employement Type: Full timeIndustry: BankingFunctional Area: ITRole Category: RadiologistRole/Responsibilies: RBCX-Regional Customer Experience LeadContact Details:
Company: The HDFC BankLocation(s): Jaipur , India+ View Contact
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