| Name of unit : Retail Assets Operations |
| INTERNAL USAGE: |
| No. of Vacancies: | 1 | Reports to: | |
| Is a Team leader | N | Team Size: | |
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| Grade: | Manager / Senior Manager |
| Business: | Retail Operation | Department: | Retail Operation | Sub-Department: | RL - Operations |
| Location: | |
| Name of Unit |
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| Role |
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| Key Responsibilities |
- Monitor all the metrics of Customer Service for all the Loan Centers covered in the geography handle
- Promote reduction of NFTR at Loan Centers
- Monitoring Net Promoter Score, Process Health Assessment, Service Quality Audit and Five S Implementation at the Loan Centers
- Work towards achievement of Customer Service Championship by all the centers in geo
- Monitor escalations, Root Cause Analysis and take steps for reduction of Complaints
- Promoting Service to Sales (Cross Sell) at Loan Centers and ensure targets achievement
- Training to staffs handling Customer Service
- Ensuing compliance of regulator's as well bank's policies
- Contribute to Bank by process improvements, introduction of new process & project initiatives on basis Customer feedback/complaints
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| Qualifications |
Optimal qualification for success on the job is: - Post-graduation / Graduation from a recognized institute
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| Role Proficiencies: |
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 |
