Associate Vice President Customer Experience
HSBC
مجموع سنوات الخبرة :22 years, 0 أشهر
Associate Vice President - Customer Experience
Job Profile includes managing the customer experience across the bank
Setting Minimum Standards for Customer Service
Reduction in customer complaints
Customer Orientation
Competition Benchmarking, Customer Journey Mapping C-Sat
Identifying Process Gaps and engage with business units for fixing the issues.
Provide strategic direction to Customer Groups to deliver superior customer experience.
Create sufficient focus and traction on Customer Experience Strategy and join-up with Business, Technology & Ops and other enabling functions to differentiate the bank in the market.
Improve Customer Loyalty Scores, Brand Health, Customer Retention, Cross Sell Ratios and NTB Customers.
Enhance Customer Experience and improve service standards across products/channels in the bank
Drive key initiatives for reduction in Customer Complaints
Improve Customer Orientation among employees - Training, Incentives and direction
Improve all forms of Customer communication with regards to content, logic, impact and ensure consistency
Provide strategic and benchmarking inputs on product & price offering
Initiate & Coordinate Service and Business Forums to identify and tackles key issues
Job Profile includes handling highly escalated complaints to the Nodal Officer, Head Service Quality and Executive Director Mailbox
Managing complaints to the Media, National Consumer Forums and Regulatory bodies
Managing a team of Customer Service Executives and Managers reporting in to their individual Verticals/Skills
Verticals reporting to me - Loans & Investments, Deposits & Corporate Banking
Identifying Process Gaps and bridging the same, Reduction in TAT
Coordination with different depts. - Branches, Processing Centre and Operations Unit in resolving customer issues - Identifying opportunities for improvement through Root Cause Analysis
Interacting with Business Units to enable Reduction in Complaints through Process Fixes and Flash News
Service Quality Custodians for the Bank to ensure timely resolutions are provided to the customers
Responsible for C-SAT within individual groups and the site as a whole
Responsible for all performance metrics of the team and ensure the key deliverables are achieved
Interface with support functions (H.R, Admin, Training, QA, etc) & interacting with management on resource, performance and commercial issues
Chaired the interview panel to conduct recruitments for Department
Conducting knowledge sessions and relevant trainings for the entire team
Initiated Train The Trainer Program for all the skills and also developed the Customized Training Module for New Joinees and Refreshers
Additional Responsibility - Blog Management for the bank and reporting.
Achievements:
46 Process Implementations and Fixes in the financial year 07-08
Initiated PAC process for Chainmails and Scam mails with FPC
Improvement in Within TAT performance from 76% to 96% in the year
Developed an E- Learning Module for HSQ - Dept Visibility and Understand the functioning and processes in the department
40% Reduction in Complaints for the year 07 - 08.
Strategy building, forecasting targets and goal setting for the Process
Calibration with US counterparts for sharing of best practices and implementation of new ideas
I have been instrumental in driving the team performance with a new team generating a turnaround performance
Developed Sales training modules for the process and transitioning the advisors through the modules for higher sales performance
Developed and managed the Leave Planner for the Department and Interest Calculator
Creating and Running Contests, Optimization and Lead Management and reducing costs
Work with business, IT, Operations and vendors to ensure all dependencies are managed and updated with latest industry trends, initiatives, and technologies
Chaired the interview panel to conduct recruitments for the Department
Take initiatives to improve process and implement right practices across the floor
Provided support to the transition teams to come up the curve to the production level
Liasoning with other support functions and ensuring smooth running of the process
Managing the Communications Coordinator (Operations) team.
Achievements:
Awarded Best Team Manager Award in 2006
Won awards for the Best Team for the Qtr and Super Trooper Award for the team
Coached and developed the team to achieve higher targets - Awarded Best Team in AR’s(Revenue) and CFD’s (Product Sales)
Instrumental in making the team members aware of their KPls which constitute of Quality, Productivity, Efficiency, Attendance and punctuality and Core Competencies and giving them regular feedback based on performance and their attitude and behavior
Provided support to the team by acting as the first line of escalation of customer related queries to accomplish the goal of providing exceptional customer experience
Coached and developed a team of 10-12 Customer Service Advisor's and aided them in delivering exceptional customer service by ensuring that they achieve optimum output, quality and productivity standards
Point of contact with the team and the management through effective communication on key deliverables and soft issues
Provided hands-on assistance during on job training to new joiners in case of problems, both, through direct intervention and mentoring
Instrumental in implementing new quality standards with the assistance of the Quality Leader and my Team Leader
Actively involved in Kryptics responsible for handling various events in the organization
Top Team Performance and awarded in the R&R Quarters
Learning and helping in managing all the Team Leader’s key responsibilities and functions such as reporting, attendance, maintaining team statistics, administrative functions, motivational techniques, inter-departmental relationships and man-management skills
Periodically interacting with support departments to obtain assistance and handing off customer queries using the correct escalation process to ensure first call resolution
Assisting in time management using Real Time Monitor and
Supervising breaks
Sept 2004- May 2005- Have been given the responsibility of handling a part timer team as well with the Full timer team
Appointed as a Technical Support Co-coordinator (SPOC) for the Post Pay and Technical Support India to streamline the Process and Operations
Dealt with 1st line customer service for US based clients (Chrysler Financial Cars)
Carried out pilot testing for the project and worked on feedback/analysis for improvement
Event management for All the Extra curricular Activities
Responsibility of entire Operations including setting up the infrastructure, Back Office, Recruitment, Training, Sales and Customer Service
Conducted Product training, soft skills and target orientations
Increased division revenues and also got to the top ranking in ICICI Pru Life Sales and Service
Also handled public relations for the Institution
Executive MBA
Executive MBA from NIM - Finance - 2010