RO:RL - Regional Customer Service Manager

Name of unit : Retail Assets Operations INTERNAL USAGE: No. of Vacancies:1Reports to: Is a Team leader?NTeam Size:

Grade:Manager / Senior Manager Business:Retail OperationDepartment:Retail OperationSub-Department:RL - Operations Location: Name of Unit Retail Assets Operations Role Regional Customer Service Manager Key Responsibilities

• Monitor all the metrics of Customer Service for all the Loan Centers covered in the geography handle
• Promote reduction of NFTR at Loan Centers
• Monitoring Net Promoter Score, Process Health Assessment, Service Quality Audit and Five S Implementation at the Loan Centers
• Work towards achievement of Customer Service Championship by all the centers in geo
• Monitor escalations, Root Cause Analysis and take steps for reduction of Complaints
• Promoting Service to Sales (Cross Sell) at Loan Centers and ensure targets achievement
• Training to staffs handling Customer Service
• Ensuing compliance of regulator’s as well bank’s policies
• Contribute to Bank by process improvements, introduction of new process & project initiatives on basis Customer feedback/complaints

Qualifications Optimal qualification for success on the job is:

• Post-graduation / Graduation from a recognized institute

Role Proficiencies: For successful execution of the job, the candidate should possess the following:

• Knowledge of banking products and services
• Knowledge of regulatory guidelines and norms
• Good communication (both verbal and written) skill in both English and the local language
• Ability to manage complex client situations
• Ability to manage risk and uncertainty for self and team within a dynamic priority-setting environment

Ability to handle pressure and meet deadlines