IndusInd Bank – Segment Service Partner – Personal Loans (3-8 yrs)

  • Full Time
  • Mumbai
  • Full Time
  • Mumbai


To define and implement Customer Experience & Service delivery strategy for the Personal Loans business for Consumer Bank. The key is to engage, lead and champion client experience while delivering business results.


– Segment service strategy definition and execution, in collaboration with the Segment heads

– Ensure holistic view of the customer experience at business segment level; develop the value proposition for the segment and all products and channels via design sessions

– CEX transformation journeys, including related governance with the Journey Owner + KPI definition

– Customer insights, best practices & benchmarks

– Create customer experience improvement plan and influence implementation of key initiatives to improve results and drive customer loyalty

– Baseline current process flows, channel touch points, TATs, hand-offs, pain-points and define an aspirational stage and execute them

– Develop recommendations on channel-wise changes to deliver enhanced client experience

– Identify process automation opportunities

– Execute and manage escalated problem resolution

– Monitor and measure customer service initiative on the agreed KPI

– Integral part of the process of defining service delivery processes, technology initiatives and models to deliver business results.

PREFERRED Skill Set / Education / Background:

– Previous experience in business, service or Operations in Unsecured business, especially Personal Loans

– Experience in handling technology projects that have direct impact on client experience

– Strong knowledge of customer satisfaction drivers

– Demonstrated experience influencing leaders to drive the customer experience strategy and improvements across branch and electronic channels

– Strong analytics capability to integrate multiple data sources (research, complaints data, 3rd party data etc.) to inform decisions to drive client experience

– knowledge of research methodologies and appropriate applicability of each

– Excellent relationship building skills


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