GN - Song - Service - Banking - Senior Manager

Job Title: Industry SME- Banking / Senior Manager S&C GN SONG



Management Level: 06- Senior Manager



Location: Bangalore/ Gurgaon/ Chennai/ Pune/ Hyderabad/ Mumbai



Must have skills: Customer Service Strategy and Transformation, Technology, and Innovation




Good to have skills: Industry Trends and Disruptions, Digital Literacy, Value Architect, Product Owner, Business Analyst, Digital Transformation, Business Case Creations for Contact Center Transformation



Experience: 10+ Years preferably in a Bank




Educational Qualification: Post Graduation in Business Management



Job

Summary:As an Industry SME- Banking / Senior Manager S&C GN SONG, you will be responsible for leading our Customer Service team with a strong focus on leveraging technology, driving innovation, creating business value, reducing operational expenses, and maximizing customer satisfaction (CSAT). This role is critical in shaping the future of our customer service and ensuring we remain at the forefront of the banking industry. If this role resonates with you, we invite you to discover many exciting global opportunities available within Accenture Strategy & Consultings Customer, Sales & Service practice.



Roles & Responsibilities:

Serve as a recognized subject matter expert (SME) on retail and commercial banking processes, products, and services. Maintain a deep understanding of core banking systems, lending, deposit, payment, and other banking functions.

Develop and execute a customer service strategy that aligns with the banks overall business objectives, focusing on technology integration, innovation, and delivering exceptional customer experience.

Possess a strong understanding of key customer service performance indicators (KPIs) in the banking sector, including customer satisfaction (CSAT), Net Promoter Score (NPS), first call resolution (FCR), average handle time (AHT), cost per contact, Employee Satisfaction etc. Be able to analyze and interpret these KPIs to identify areas for improvement.

Conduct competitive analysis to identify best practices and emerging trends in the banking industry. Benchmark the banks performance against competitors and identify opportunities to differentiate.

Identify, evaluate, and implement innovative technologies and digital solutions to enhance customer service, such as AI-powered chatbots, personalized banking platforms, mobile-first solutions, and advanced analytics. Drive the adoption of these technologies within the customer service team.

Demonstrate a clear link between customer service initiatives and tangible business outcomes, such as increased customer acquisition, retention, cross-selling, and revenue generation. Develop metrics to track and report on the business value created.

Drive the digital transformation of customer service, including the implementation of self-service portals, mobile apps, CRM systems, and other relevant technologies. Focus on creating seamless omnichannel experiences. Experience in integrating these technologies into a Banking firms ecosystem is essential.

Collaborate effectively with other departments, such as product development, marketing, and IT, to ensure alignment and seamless integration of customer service initiatives.

Consult with clients on their customer service strategies and provide expert guidance on transformation initiatives, with a focus on technology and AI adoption. This may involve leveraging knowledge of specific insurance regulations and compliance requirements.

Lead and contribute to pre-sales activities including response to RFPs, creating proofs of concept, creating effective presentations, demonstrating solutions during client orals, effort and cost estimation process, Business Case development etc.

Lead practice-specific initiatives including creating points of view, creating reusable assets on contact center space, performing analysis on industry research and market trends and bringing in innovative solutions etc.

Ability to take new challenges and to be an enthusiastic learner.

Professional & Technical Skills:

MBA from a tier 1 or tier 2 institute.

10+ years of digital experience and solid knowledge of industry tools and understanding of designing intuitive and responsive user experiences.

Experience in working for a Banking company in Service Transformation role / Solid experience developing interactive models using conversational platforms and deep understanding of customer-centered design processes with consulting experience (optional).

Experience of working with business stakeholders across multiple geographic areas, with different priorities and requirements.

Ability to work in high-paced and complex projects and understand industry-specific customer service processes, operations and functional needs.

Thorough skills to manage stakeholder expectations and be engaging in resolving issues and risks for the success of the project.

Bachelors degree in related field or equivalent experience and Post-Graduation in Business management would be an added value.

Experience leading the design and implementation of contact center applications, from concept to deployment, is highly desirable.

Additional Information:

An opportunity to work on transformative projects with key G2000 clients.Potential to co-create with leaders in strategy, industry experts, enterprise function practitioners, and business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.

This position is based at our Bangalore/ Gurgaon/ Chennai/ Pune/ Hyderabad/ Mumbai office

Qualifications


Experience: 10+ Years preferably in a Bank




Educational Qualification: Post Graduation in Business Management