Customer Experience Management - E3 (Escalation Elimination Excellence) - Detailed Root Cause Analysis of customer escalation/QRC and Identifying opportunities to improvise process/policy /system design and implement to enhance customer experience, thereby reducing avoidable escalations/inflow volumes.
Coordinate with Cross functions for RCAs,
Impact analysis is to be done regularly.
Review RCAs, set up meeting with stakeholders, publish minutes of meetings, apprise status to SMTs
Run cross-functional projects based on concrete RCAs/impacts and drive critical customer issues/incidents through CEC.
Projects will be prioritized based on the categorization of each RCA into High, Medium, and Low. High-impact RCAs will be taken up for fixing immediately, and a red alert will be raised to SMTs.
Track timelines at every stage of E3 projectsRCA, Project initiation, BRD, UAT, Deployment, and PVTand ensure that they are met.
Prepare and maintain regular E3 projects MIS/ Dashboard - Publish dashboards weekly, fortnightly and monthly
In case of a breach of timelines, raise the alarm to management
Perform UAT/PVT
Management of Govt Escalations - Management of Govt regulatory complaints from DOPG (Directorate of public grievances-CPGRAM/Depart of Financial Services), PMO , INGRAM-National Consumer Helpline, customer issue resolution/response and successful closure of complaints on the Govt Portal. Liaoning with these offices for timely Resolution/closure and Management of portfolio. Further Internal Management Heads up for any RED Flag/ Alert Stakeholders Management with Zero Escalation.
