Sr Merchant service and experience Manger (AVP) : Leading Bank : Mumb

Hiring for Leading and largest private bank

10 - 20 Years

Job Description

    Leading bank is looking for an AVP with exp into Merchant acquisition, merchant experience and merchant service.

Grade: AVP;
CTC: upto 28Lacs ( open for discussion)
work location: Lower parel.
Interested candidates pl do share your updated resume with Deepa on

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

Job Purpose 
The role is to transform and enhance the customer experience for Credit Cards( Retail & Commercial) on digital
 Transform the customer experience from traditional touch points to digital / self service touch points with a
click of a button experience.
 Enable multiple alternate channels of service for customers
 Ensure Net Promoter Score of the bank increases year on year in line with organisation objective
 Take initiatives to reduce call / query volumes at PBK / EMT & other touch points
 Drive Digitalization of processes & develop platforms for reducing friction & improve customer experience.
 The position is responsible for implementing a superior customer service experience for Payment
Business by implementing seamless service delivery standards
 The Position has the responsibility to study, analyze and redefine customer journey for all transactions,
interactions, requests, queries, Xsell from the customer.
 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
 Conduct CSAT surveys with the help of Marketing team and assess the NPS Score for Payment 
Business verticals at various intervals
 Work with Consultants to define parameters to assess Customer Experience. 
 Improve NPS score by 20% year on year.
 Reduce Detractors Score by 20% year on year.
 Competition benchmarking of features.
 Create new / additional digital touch points and customer journey 
Transform Customer Journey and Create Digital Platforms for Customer Journey 
 Create HelpBOT for Credit Cards 
 Create new / additional digital touch points and customer journey. 
 Build one click experience for customers
 Work on Robotic Process Automation for Digital / one click experience. 
Customer awareness on Digital solutions
 Migrate customers from traditional channels by increasing Digital transactions through NB, MB, 
PWA, Missed Call banking, Whatsapp Banking,EVA by 25% year on year. 
 Create customer awareness about the alternate, channels through Campaigns 
 Joint promotion and marketing of our services through Netbanking Product, Marketing team, Digital Banking team and Product managers. 
 Reduce cost per transactions through Digitalization of service requests. 
Reduce PBK call volumes 
 Provide BOT based service assistance to agents to increase consistency in responding to customer queries. 
 Identify the root cause for increase in call volumes at Call Center and target for migration of those to alternate digital channels. 
 Reduce calls into PBK by targeting repeat callers.
 Reduce cost of service by migrating customers to alternate / digital channels. 
 Reduce call volumes by 20% Year on Year as a percentage of BAIF 
Reduce rejection of Customer's request to improve customer experience 
 Identify critical service experience parameters and define service standards 
 Track and monitor the rejects and address the root cause of the issue. 
 Reduce rejects to avoid escalation and to improve customer experience. 
People Management  Ensure robust structure along with right people with appropriate skill sets are in place at Partners who manage the customers. 
 Plan back up for critical resources to ensure consistent service experience. 
Educational Qualifications(examples listed below) 
Key Skills(examples listed below) 
 Post-Graduation:  Understanding of Payment ecosystem 
 Exposure to Customer Experience standards
 Good understanding of Technology and core
 Planning and Organizing Skills
 Communication
 Knowledge of Competition & Current trends in financial Industry. 
 Customer Experience and Journey Management
Experience Required(examples listed below)
 Minimum experience in years - 7 Years
 Exposure to banking /Technology/Customer experience/Consumer Behaviour
 Experience in defining customer journey to reduce frictions
 Experience in managing Customer Service / Escalations / Regulators

Salary: INR 25,00,000 - 30,00,000 PA.

Industry:Banking / Financial Services / Broking

Functional Area:Financial Services, Banking, Investments, Insurance

Role Category:Card Products

Role:Business Alliances Manager


Desired Candidate Profile

Please refer to the Job description above

Company Profile

Quotient Consultancy

Quotient Consultancy
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Recruiter Name:Deepa

Contact Company:Quotient Consultancy



Reference Id:Deepa