Head - Customer Engagement

The role involves leading Customer Service and Engagement at PAN India level. Responsible for seamless customer service and collaboration with stakeholder departments.

Key Responsibilities

Drive delivery of Key matrices defined for Internal and External Customers

Drive the Customer Experience objectives of the organization aligned to our core vision of Customer Centricity

Enhance customer experience across the lifecycle through service and complaint resolution frameworks

Responsible for Customer Service and Engagement through branches, Central service team and call center

Maintain Customer Engagement Parameters through effective process design and leveraging technology

Driving Adoption and Penetration of new Capability Builds (technology and others)

Process management at Call Centre (implementation, monitoring, re-engineering inputs) with specific objective of improved productivity

Continuous engagement with partners (call centre / vendors) for performance outcomes, deliverables, improvements

Key Deliverables

Customer Experience Score

Internal and external Customer specific efficiency and service metric

Process Excellence - ongoing review for process adherence, inputs for re-engineering and implementation

Required Experience

13-17 years of experience, with min 5 years experience in a similar role

Relevant experience in Hospitality industry

Indepth understanding of loans / retail lending

Indepth knowledge of CRM

Educational Qualification

Graduate/Post Graduate

MBA preferred

Technical Competencies

Indepth knowledge of CRM

Indepth understanding of loans / retail lending

Strong presentation skills

Behavioral Competencies

Entrepreneurial Spirit

Customer Centricity

Execution Focus

Collaborative Approach

People Excellence

Personal Attributes

Excellent written and verbal communication

Good interpersonal skills

Able to multitask

Key Responsibilities

Drive delivery of Key matrices defined for Internal and External Customers

Drive the Customer Experience objectives of the organization aligned to our core vision of Customer Centricity

Enhance customer experience across the lifecycle through service and complaint resolution frameworks

Responsible for Customer Service and Engagement through branches, Central service team and call center

Maintain Customer Engagement Parameters through effective process design and leveraging technology

Driving Adoption and Penetration of new Capability Builds (technology and others)

Process management at Call Centre (implementation, monitoring, re-engineering inputs) with specific objective of improved productivity

Continuous engagement with partners (call centre / vendors) for performance outcomes, deliverables, improvements

Key Deliverables

Customer Experience Score

Internal and external Customer specific efficiency and service metric

Process Excellence - ongoing review for process adherence, inputs for re-engineering and implementation

Required Experience

13-17 years of experience, with min 5 years experience in a similar role

Relevant experience in Hospitality industry

Indepth understanding of loans / retail lending

Indepth knowledge of CRM

Educational Qualification

Graduate/Post Graduate

MBA preferred

Technical Competencies

Indepth knowledge of CRM

Indepth understanding of loans / retail lending

Strong presentation skills

Behavioral Competencies

Entrepreneurial Spirit

Customer Centricity

Execution Focus

Collaborative Approach

People Excellence

Personal Attributes

Excellent written and verbal communication

Good interpersonal skills

Able to multitask