IndusInd Bank – Segment Service Partner – Personal Loans (3-8 yrs)
JOB SUMMARY:
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.
DETAILED RESPONSIBILITY:
– 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
