Leading bank is looking for an AVP with exp into Merchant acquisition, merchant experience and merchant service.
CTC: upto 28Lacs ( open for discussion)
work location: Lower parel.
Interested candidates pl do share your updated resume with Deepa on email@example.com
Job Title :(Job Name) - Senior Customer Journey Manager
Business Unit (PA) : Payment Business : Credit Cards
Team : (Sub team in the PA) Central Team
Reports to (job) : Head - Service Delivery, Customer Experience, Compliance and GRC - Credit Cards, PayZapp , and Smartbuy
Location of role :Pan India
Job Fn: Customer Experience, Service Delivery and Grievance Redressal
The role is to transform and enhance the customer experience for Credit Cards( Retail & Commercial) on digital
ï· Transform the customer experience from traditional touch points to digital / self service touch points with a
click of a button experience.
ï· Enable multiple alternate channels of service for customers
ï· Ensure Net Promoter Score of the bank increases year on year in line with organisation objective
ï· Take initiatives to reduce call / query volumes at PBK / EMT & other touch points
ï· Drive Digitalization of processes & develop platforms for reducing friction & improve customer experience.
ï· The position is responsible for implementing a superior customer service experience for Payment
Business by implementing seamless service delivery standards
ï· The Position has the responsibility to study, analyze and redefine customer journey for all transactions,
interactions, requests, queries, Xsell from the customer.
ï· Empower the touch points such as RMs to provide superior experience to HNW / PBG customers.
This is a strategic role which will help the bank to bring a paradigm shift in the service experience for the customers
Job Responsibilities(JR) : 6 - 8 Areas Actionable (4-6)
Improve NPS Score & Transform Customer
Journey across touch points
ï· Conduct CSAT surveys with the help of Marketing team and assess the NPS Score for Payment
Business verticals at various intervals
ï· Work with Consultants to define parameters to assess Customer Experience.
ï· Improve NPS score by 20% year on year.
ï· Reduce Detractors Score by 20% year on year.
ï· Competition benchmarking of features.
ï· Create new / additional digital touch points and customer journey
Transform Customer Journey and Create Digital Platforms for Customer Journey
ï· Create HelpBOT for Credit Cards
ï· Create new / additional digital touch points and customer journey.
ï· Build one click experience for customers
ï· Work on Robotic Process Automation for Digital / one click experience.
Customer awareness on Digital solutions
ï· Migrate customers from traditional channels by increasing Digital transactions through NB, MB,
PWA, Missed Call banking, Whatsapp Banking,EVA by 25% year on year.
ï· Create customer awareness about the alternate, channels through Campaigns
ï· Joint promotion and marketing of our services through Netbanking Product, Marketing team, Digital Banking team and Product managers.
ï· Reduce cost per transactions through Digitalization of service requests.
Reduce PBK call volumes
ï· Provide BOT based service assistance to agents to increase consistency in responding to customer queries.
ï· Identify the root cause for increase in call volumes at Call Center and target for migration of those to alternate digital channels.
ï· Reduce calls into PBK by targeting repeat callers.
ï· Reduce cost of service by migrating customers to alternate / digital channels.
ï· Reduce call volumes by 20% Year on Year as a percentage of BAIF
Reduce rejection of Customer's request to improve customer experience
ï· Identify critical service experience parameters and define service standards
ï· Track and monitor the rejects and address the root cause of the issue.
ï· Reduce rejects to avoid escalation and to improve customer experience.
People Management ï· Ensure robust structure along with right people with appropriate skill sets are in place at Partners who manage the customers.
ï· Plan back up for critical resources to ensure consistent service experience.
Educational Qualifications(examples listed below)
Key Skills(examples listed below)
ï· Post-Graduation: ï· Understanding of Payment ecosystem
ï· Exposure to Customer Experience standards
ï· Good understanding of Technology and core
ï· Planning and Organizing Skills
ï· Knowledge of Competition & Current trends in financial Industry.
ï· Customer Experience and Journey Management
Experience Required(examples listed below)
ï· Minimum experience in years - 7 Years
ï· Exposure to banking /Technology/Customer experience/Consumer Behaviour
ï· Experience in defining customer journey to reduce frictions
ï· Experience in managing Customer Service / Escalations / Regulators