Customer Experience & Service Excellence - Branch Banking

- Role holder is responsible for building customer centric Culture and Processes in the branch banking channel in order to enhance the experience of the end Customers

- Focus on building a Service mindset and culture within Branch Banking channel through service recognition programs, training and internal communication to shape mind sets and behaviours to improve and enhance the perceptions and experiences of customers and communities

- Interpret Customer Experience/VOC trends and drive improvement actions along with the respective stakeholders to improve the Customer Experience

- Review of Customer journeys/internal workflows to identify key opportunities to make them easy and seamless for the customers to interact with the branch banking channel and to reduce the effort of the employees

- Work closely with the front-end and back-end support units to design and deliver provisioned services and committed SLAs leading to service guarantee

- Act as a Change Management agent and ensures customer communication and knowledge management initiatives and programs are flawlessly implemented and executed

- Undertake Projects and benchmarking study on improving customer experience across the Branch Banking touch point as per management needs and industry trends

- Monitor Customer/Process metrics to ensure they meet the defined objectives/targets set by the management

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