• Developing customer service and customer experience procedures, policies and standards for the organization and implementation of these standards successfully.
• To conduct Periodic Service Review and prepare Statistical & Analytical Results.
• Calculate the Net Promoter Rate (NPS) of the organization through mystery calling results and direct or indirect customer feedback.
• Developing Weekly/Monthly reports & KPIs and share with top management.
• Partner with all departments to engage both potential customer and existing customer to ensure that every touch point, including different services campaign.
• Analyzing "voice of the customer" (VOC) and behavioral information to understand why customers are satisfied/dissatisfied, along with their attitudes, motivations etc. to develop deep insights into customer needs and behaviors.
• Working on Close Feedback loop for the maximum satisfaction of the customer and resolved their issues on priority.
• Coordinate with the process Improves team, managing, evaluating and re-designing processes.
• To conduct the training sessions on complaint and service management for branches.

Developing customer service and customer experience procedures, policies and

standards for the organization and implementation of these standards successfully.

 To conduct Periodic Service Review and prepare monthly reports & KPIs and share

with top management. .

 Calculate the Net Promoter Rate (NPS) of the organization through mystery calling

results and direct or indirect customer feedback.

 Partner with all departments to engage both potential customer and existing customer

to ensure that every touch point, including different services campaign.

 Analyzing "voice of the customer" (VOC) and behavioral information to understand

why customers are satisfied/dissatisfied, along with their attitudes, motivations etc. to

develop deep insights into customer needs and behaviors.

 Working on Close Feedback loop for the maximum satisfaction of the customer and

resolved their issues on priority.

 Coordinate with the process Improves team, managing, evaluating and re-designing

processes.

 Manage training sessions on complaint and service management for the two regions.

• To ensure the quality of the services and the customer experience at the branch level through frequent visit in branches and other customer related department.
• Share all insights with a multi-functional team consisting of heads of department for IT, Customer Service, Operations and Communications.
• Owning the entire customer journey, on line and off line. Working across the organization to improve the experience and deliver a world class experience.
• Preparation and communicating service metrics; monitoring and analyzing result, implementing changes.
• Compliance monitoring and the TAT (Turn around Time) of the different transaction.
• To conduct the training sessions on complaint and service management for branches.

Compliance monitoring and the TAT (Turn around Time) of the different transaction.

 Manage the service goals of the department and make plan to achieve these goals.

 Working on the Audit Controls and Evaluation Processes and Quality reports.

 Writing and evaluating process improvement reports.

• Compliance monitoring and the TAT (Turn around Time) of the different transaction.
• Manage the service goals of the department and make plan to achieve these goals.
• Working on the Audit Controls and Evaluation Processes and Quality reports.
• Writing and evaluating process improvement reports.

Providing information & solving queries of the branch banking products.
 Carrying out online banking transaction & opening account for customers.
 Logging in customer’s complaint & coordinating it.