RO:RL - Regional Customer Service Manager

1. Monitor all the metrics of Customer Service for all the Loan Centers covered in the geography handle
2. Promote reduction of NFTR at Loan Centers
3. Monitoring Net Promoter Score, Process Health Assessment, Service Quality Audit and Five S Implementation at the Loan Centers
4. Work towards achievement of Customer Service Championship by all the centers in geo
5. Monitor escalations, Root Cause Analysis and take steps for reduction of Complaints
6. Promoting Service to Sales (Cross Sell) at Loan Centers and ensure targets achievement
7. Training to staffs handling Customer Service
8. Ensuing compliance of regulator's as well bank's policies
9. Contribute to Bank by process improvements, introduction of new process & project initiatives on basis Customer feedback/complaints

Optimal qualification for success on the job is:

• Post-graduation / Graduation from a recognized institute

For successful execution of the job, the candidate should possess the following:

• Knowledge of banking products and services
• Knowledge of regulatory guidelines and norms
• Good communication (both verbal and written) skill in both English and the local language
• Ability to manage complex client situations
• Ability to manage risk and uncertainty for self and team within a dynamic priority-setting environment

Ability to handle pressure and meet deadlines