Job Description
We are seeking an experienced leader to join SBI Cards and Payment Services Ltd. as the Assistant Vice President - Audit & Projects. In this role, you will champion customer satisfaction and service excellence, overseeing complaint resolution, strategic projects, and performance monitoring. Your expertise will drive organizational improvements, enhance customer trust, and ensure compliance with regulatory standards.
Responsibilities
- Champion resolution excellence by adhering to organizational metrics and service standards.
- Drive first-time-right strategies to minimize repeat complaints and build customer trust.
- Lead forums to address escalations, ensuring timely corrective actions and systemic improvements.
- Influence policy development to proactively mitigate recurring service issues.
- Spearhead customer service governance projects, aligning with organizational vision and priorities.
- Partner with cross-functional teams to design and implement transformative solutions.
- Establish performance monitoring frameworks to track service accuracy, timeliness, and quality.
- Deliver data-driven insights to senior leadership for informed decision-making.
- Lead process re-engineering initiatives to streamline operations and enhance resolution timelines.
Qualifications
- Bachelor's degree in Business Administration, Management, or a related field.
- 5+ years of experience in customer service, with a proven track record in leadership roles.
- Strong knowledge of customer service best practices and regulatory compliance standards.
- Excellent communication and interpersonal skills, with the ability to influence senior stakeholders.
- Analytical mindset with experience in data-driven decision-making and performance monitoring.
- Ability to lead and manage cross-functional teams and projects.
- Proficiency in MS Office and relevant customer service software.
- Strong problem-solving and critical thinking abilities.
- Adaptable and resilient, with the ability to thrive in a dynamic and fast-paced environment.
