Operational Excellence Lead
FGB
Total years of experience :24 years, 3 Months
- Drive operational excellence and continuous improvement across the Service & Sales teams comprising frontline and back office support functions.
- Support the organisation’s quality strategy through the pro-active analysis of operational and system performance, the identification of improvement opportunities and leading the implementation of change initiatives.
- Driving service optimisation initiatives to migrate voice service to online and self serve channels.
- Deliver financial productivity and improved customer experience by identifying, leading and executing priority initiatives within the bank’s Australia Operations Group.
- Development of standardised information on process, procedures, products and compliance in order to deliver efficient, consistent and accurate customer service.
- Lead the data collection, analysis & communication process of Customer Satisfaction (CSAT) processes and ensure timely & relevant delivery of customer insights to Operations stakeholders.
- Facilitation of training and coaching of staff on Operational Performance, Six Sigma and LEAN certification.
- Directing the service experience agenda to embed a customer centric culture within business units.
To deliver strategic business initiatives on time, within budget with LEAN Six Sigma rigour.
To expand the LEAN Six Sigma DNA within the culture of the business and be a coach and consultant to many business leaders.
To increase the effectiveness by which the GE Money credit card business managed customer complaints. Leading the internal complaint resolution teams and overseeing relationship with key external bodies. Implementing changes required to comply with new legislative requirements and ensuring the effectiveness of GE Money’s complaint management system.
Leading various back office operations for the GE Money credit card business including transaction services, account reconciliation, regulatory reporting and statement audit functions
Managing credit card operations across 6 cities in North and East India which included inbound contact centres, customer retention, vendor management and query resolution for credit card customers.
Accountability meeting Service Levels and other key metrics like IVR effectiveness, productivity, quality & accuracy of query resolution.