Ekfrazo Technologies - Service Excellence Manager - Banking/Financial Segment (7-12 yrs)

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:

- 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.