Ekfrazo Technologies - Manager - Service Excellence - Banking/Financial Domain (7-9 yrs)

About the job:

Job Title: Service Excellence Professional

Location: Mumbai

Exp: 7+ Years

Job Summary:

We are seeking a dedicated Service Excellence Professional to enhance our customer service processes and ensure exceptional customer experiences.

This role involves overseeing process excellence, mapping customer journeys, creating effective communication content, and utilizing tools like Clever Tap to measure and improve service effectiveness.

Key Responsibilities:

Process Excellence:

- Develop and implement process improvement strategies to enhance service delivery.

- Conduct regular process audits and identify areas for improvement.

- Collaborate with cross-functional teams to streamline operations and eliminate inefficiencies.

Customer Journey Mapping:

- Map and analyze customer journeys to identify pain points and opportunities for improvement.

- Design and implement strategies to enhance the overall customer experience.

- Use data-driven insights to optimize customer touchpoints.

Customer Communication Content:

- Create clear, engaging, and effective communication content for various customer interactions.

- Develop content and guidelines for consistent communication across LOB's and channels.

Effectiveness Mapping:

- Measure and analyze the effectiveness of customer service processes and initiatives.

- Develop metrics and KPIs to track performance and identify areas for improvement.

- Provide regular reports and insights to senior management.

Communication Tool Handling:

- Utilize tools like Clever Tap/ similar tool to manage and optimize customer communication.

- Implement and manage communication campaigns to enhance customer engagement.

- Train team members on the effective use of communication tools.

Measuring Success:

- Develop and implement methods to measure the success of service processes and initiatives.

- Conduct regular reviews and provide actionable insights to improve service delivery.

- Use customer feedback and data analytics to drive continuous improvement.

Robust Communication Creation and Execution:

- Develop and execute robust communication strategies to support service excellence initiatives.

- Ensure timely and effective communication with customers and internal stakeholders.

- Manage crisis communication and handle escalations effectively.

Qualifications:

- Bachelor's degree in Business Administration, Marketing, or a related field.

- Proven experience in process excellence, customer journey mapping, and communication content creation.

- Proficiency in using communication tools like CleverTap.

- Strong analytical skills and experience with data-driven decision-making.

- Excellent communication and interpersonal skills.

- Ability to work collaboratively in a fast-paced environment.

Preferred Skills:

- Certification in Six Sigma or Lean methodologies.

- Experience in customer service or customer experience roles.

- Knowledge of customer feedback tools and techniques