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| CUSTOMER OBSESSION Program Manager | |||||
| INTERNAL USAGE: | |||||
| No. of Vacancies: | 2 | Reports to: | AVP/VP | ||
| Is a Team leader | Y | Team Size: | |||
| Grade: | M/SM | ||||
| Business: | Corporate Center | Department: | Customer Obsession (Sparsh) | Sub-Department: | NA |
| Location: | CO, Mumbai | ||||
| About Customer Obsession | |||||
| Customer Obsession (Sparsh) is a program that has been created by the Bank to achieve the goal of becoming truly distinctive and a leader in customer service in the industry. This team will work with various teams across the entire Bank to create excellence in rendering service to all Axis Customers. This will involve redefining various Customer Journeys and identifying the Wow moments that we can deliver to our customers. It will also entail cultural transformation in the organization with a shift in mindset of employees to become obsessed and passionate about excellence in customer service delivery in every interaction with a customer and driving this change within the bank to make it sustainable. | |||||
| AbouttheRole | |||||
| This Role is to support the Cultural Transformation journey within the bank and drive the Customer Obsession agenda through perceptible change in behavior of employees when they deal with customers, both internal & external. This role with also involve Projects management skills while interacting with various teams within the bank and external partners to drive this change. | |||||
| Key Responsibilities | |||||
Work with agility across various cross-functional teams while providing support in conceptualizing and executing Customer Experience initiatives from a cultural, behavioral and mind-set shift perspective Understanding of net promotor score, create improvement process of NPS score Manage trackers/backlog, debottleneck and troubleshoot issues as required. Create a charter to support functioning and execution of the entire Sparsh Culture Pod program Provide support to create, institutionalize and track the key metrics with various stakeholders to make the Customer Obsession program successful Engage with all stakeholders to assess & report status on execution of various initiatives along with customer experience feedback , and performance on various defined parameters. Manage dependencies and efficiently communicate plans, issues and results with concerned stakeholders on a proactive and regular basis Collaborate effectively with a range of business partners, e.g., Business teams, CXT team, Marketing, Compliance, Ops, DBAT, BSG, IT, Business and external vendors | |||||
| Qualifications | |||||
15+ years of experience in OD roles and managing projects. MBA from a reputed institute Experience: 15+ years | |||||
| Role Proficiencies: | |||||
For successful execution of the job, the candidate should possess: Strong Communication skills Project management skills with 3+ years of experience in running projects. Excellent Influencing skills Ability to move fast and deal with ambiguity Experience in driving change management initiatives Exceptional troubleshooting skills and should thrive in high expectation scenario with many stakeholders Experience in working with data analysts to identify, forecast, and report on tests, performance and potential impact on customer experience |
Job ID: 137036561
