Job Description
Job Purpose
- The role holder is responsible for managing, developing and driving cross-functional programs that help transform customer experience and create the building blocks for a customer-centric organization
- Implementing and measuring service standards across all touch points of customer's interactions across all segments, channels, products and transactional functions. The role holder will adopt a customer-friendly approach with adequate controls thus influencing improvement in customer satisfaction
- Implementing approach to effectively manage customer data and insights from all sources and channels, ensuring that best practice customer analytics techniques are employed.
- Identifying trends and areas for potential experience improvement and monitoring and reporting performance against customer experience KPIs and service levels.
- Supporting the Customer Experience team in reporting & analysis requirements and in the development and implementation of various initiatives within business areas
Key Accountabilities
Strategy Development and Implementation
- Designs and creates service standards and KPIs across all segments, channels and customer touch points
- Accelerates adoption of customer service standards/metrics throughout the organization by training and coaching employees
- Defines employees training deliverables to help create a culture that is more customer service focused
- Performs regular CVP Audits across channels to gauge adherence to standards
- Assesses how well a delivered service conforms to customer expectations to quickly identify problems and to assess customer satisfaction
- Continually reviews customer touch points across all channels in order to access gaps where professional standardization is required.
- Develops, monitors & enhances internal / external SLAs, TATs, workflow, exception mgmt. process etc.
- Collaborates with Analytics team to deliver regular reporting to senior management on key service performance measures
- Continually challenges the environment on service standards, delivery, processes and attitude towards the customer's End to End experience
- Continuously fosters a more customer-centric culture within the organization by defining employee training and culture
- Defines goals and key performance indicators for each member of the team and ensure effective implementation of the organization's performance management process
- Forming a strong brand Advocacy environment where teams act as agents of change for the bank.
- Works closely with key partners to bring together data and insights related to customer experience across multiple delivery channels.
- Ensures continual search for innovative methods to leverage data and information to derive relevant insights such as emotional / conducting analysis using varied techniques, by interpreting structured/unstructured customers feedback in order to translate the information to assist in informed decision making.
- Leads the development of programs to enhance customer experience by collecting customer feedback from various sources digital - call centre, online comments, social media etc. and translating the data into actionable outcomes.
- Track & monitor the processes related to data gathering and analysis to ensure accuracy and efficiency in data analysis process and results.
- Oversees the data analysis processes to ensure thorough and meaningful analysis in order to facilitate development of fact-based, compelling recommendations to drive consensus and strategic alignment.
- Ensures clear dissemination of information throughout the organization, and delivers potentially sensitive and negative customer feedback in a constructive and professional manner for eg. via Mystery Shopping.
- Implements and continually enhances systems and practices used for managing and reporting customer experience performance data, prioritisation of improvement options, reporting customer experience information in an engaging way including dashboards.
- Benchmarks and applies best practice customer analytic techniques.
- Maintains an understanding of contemporary customer intelligence / experience design and implementation to ensure customer analytics drives optimal outcomes.
- Defines goals and key performance indicators for each member of the team and ensures effective implementation of the organization's performance management process
- Develops talent within the team by providing guidance and coaching to achieve the defined goals
- Conducts ongoing analysis, reporting and feedback distribution of customer surveys
- Conducts data gathering and research activities for relevant stakeholders
- Performs in-depth data mining and process mapping where needed
- Continually reviews current and existing customer touch points, channels and processes to identify areas of improvement and efficiency
- Supports the design and implementation of various initiatives executed by the Customer Experience team
- Works with key stakeholders including process owners, management, IT and staff to ensure all Customer Experience team initiatives are fully implemented into the department
- Collaborates with Senior Managers to successfully support department objectives
Leadership
- Act as a role model and drive adherence to organizational values and ethics by employees of the assigned function to ensure the establishment of a value driven culture within the bank.
Change Management
- Lead the management of change through continuous improvement of functional systems, processes and practices taking into account global standards and changes in the business environment which demand proactive action plans.
- Proactively identifies and provides solutions for any strategic delivery risks and issues
- Defines and maintains list of initiatives, and cascades FAB-wide transformation initiatives as required
- Articulates and strategize transformation initiatives into an actionable roadmap across Businesses highlighted through customer feedback , or other key transformation initiatives
- Delivers high quality output in a timely manner by checking the progress of the projects against timelines and output against the quality parameters set by the Group
- Ensures quality delivery by vendor as per the bank guidelines, in case of outsourced development & delivery areas
Reporting
- Ensure that all functional reports are prepared timely and accurately and meet FAB requirements, policies and quality standards.
- Package and present progress, next steps and challenges regarding projects to the management as and when required
- Ensures timely program reporting is in place and distributed to key stakeholders/SPOCs in order to drive and influence informed decision making around priorities
- Leverage central function support teams to implement the projects (IT, Ops, Credit, etc.)
- Ensures quality delivery by vendor as per the bank guidelines, in case of outsourced development & delivery areas
- Proactively identifies and provides solutions for any strategic delivery risks and issues
Qualifications
Minimum Qualification
- Bachelors Degree in any related field
Minimum Experience
Additional Information
#LI-KS1
