Manager, Customer Experience-Touchpoint
|No. Of Vacancies:
The job holder will manage and execute related CX initiatives to ensure implementation of ideal journeys and a customer-centric mindset in the units/touchpoints assigned to the staff, which includes:
Drive CX projects and communicate between CX transformation team and Business teams to ensure implementation of defined journeys and CX transformation initiatives
Work with CX transformation and HR to set and monitor CX performance KPIs for the staff who is a part of customer processes.
Identify and lead CX ambassadors to execute cultural change initiatives at front end and gather feedback from them.
Drive, monitor and ensure the implementation of CX initiatives assigned to the staff across the bank, including coaching, knowledge building, recognition and rewards initiatives
Create, drive and manage the Customer Happiness Score for the business units and areas under management for effective growth on the NPS, in articulation with all stakeholders
Identify and implement initiatives to develop and enhance frontline mindset, skills and knowledge, including the service manual for products and services, hiring procedures and CX Academy (Onboarding and certification)
Role and Responsibilities:
Identify and map key processes impacting customer service and operations across touchpoints
Review and standardize workflow and procedures.
Propose improvements in processes that can lead to enhanced customer experience
Review and enhance service level agreements ”SLA’s”
Prioritize, recommend and follow up on implementation of changes and initiatives
Drive and monitor the implementation of CX initiatives and fine-tune them if required
Conduct and engage staff through coaching on for low performer on CHS and drive effective NPS
Design and execute effective initiatives (such as the CX Academy) to drive ICARE mindset.
Build on existing and developing relationships with key decision makers and members of the bank/group to drive the implementation of CX initiatives
Develop service standards for all retail delivery channels in the areas under management
Review benchmarking reports to understand key improvements and implement changes
Identify service related training needs
Provide analysis on service quality reports and make recommendations to enhance
Create managerial reports
Review reports and identify areas of improvement
Manage stakeholders to develop/enhance the required reports and drive their understanding of the results
Preferred Qualification, skills and Attributes:
to work calmly under pressure and independently
Banking Operational Skills
Ability to work with Excel, PowerPoint and MS Word
Minimum 5 years banking experience with minimum 2 years’ experience in a similar position/role