Manager Service Quality @ Premier Consultants

Job Description

This is regarding opening with a leading Pvt Bank as a Manager Service Quality

Designation: Manager Service Quality

Experience: 6 to 8 years in Service Quality , cusotmer service and Retail Distribution Setup

Industry: Bank only

Location: Delhi, Chandigarh, Mysore

Job Role:

• Leading Service Quality initiatives, interventions and outreach programmes for the region with the objective of driving a culture of best in class service delivery
• Provide direction to staff, maintain a consistent superlative Service Quality, and resolve issues.
• Engage with all branches and drive a culture of Service Excellence through Zero Defects and First Time Right leading to reduction in customer complaints, regulatory escalations and improvement in NPS
• Improvise and incorporate changes based on customer feedback by modifying strategy to deliver better service and sustain growth.
• Leading projects for process improvement and service excellence focused on adherence to Service Requests, Complaints count to remain within ORM guidelines, Escalations reduction, First Pass improvement, NPS betterment and other relevant themes.
• Capability building and manpower management by conducting workshops and training programs for the employees. Provision of a superior level of customer relations and promotion of the sales through service culture via coaching, guidance, regular feedback sessions and staff motivation.
• Root Cause Analysis of Customer Escalations to understand service delivery gaps and bottlenecks and working with relevant stakeholders in the channel.

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Rs 0 - 50K PM Rs 50K - 1 LPA Rs 1.0 - 1.5 LPA Rs 1.5 - 2.0 LPA Rs 2.0 - 2.5 LPA Rs 2.5 - 3.0 LPA Rs 3.0 - 3.5 LPA Rs 3.5 - 4.0 LPA Rs 4.0 - 4.5 LPA Rs 4.5 - 5.0 LPA Rs 5 - 6 LPA Rs 6 - 7 LPA Rs 7 - 8 LPA Rs 8 - 9 LPA Rs 9 - 10 LPA Rs 10 - 12 LPA Rs 12 - 14 LPA Rs 14 - 16 LPA Rs 16 - 18 LPA Rs 18 - 20 LPA Rs 20 - 22 LPA Rs 22 - 24 LPA Rs 24 - 26 LPA Rs 26 - 28 LPA Rs 28 - 30 LPA Rs 30 - 32 LPA Rs 32 - 34 LPA Rs 34 - 36 LPA Rs 36 - 38 LPA Rs 38 - 40 LPA Rs 40 - 42 LPA Rs 42 - 44 LPA Rs 44 - 46 LPA Rs 46 - 48 LPA Rs 48 - 50 LPA Rs 50 - 75 LPA Rs 75 Lakh - 1C PA Rs 1 Crore+ PA

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