Manager-Service Quality & Process Excellence
IDFC FIRST Bank
- Rajasthan
- Permanent
- Full-time
- Ensure the quality of customer service.
- Review readiness for the new product / process launches while focusing on new branches.
- Testing processes/ controls for processes to ensure adherence to all internal and external audit guidelines.
- Review consistency in practices to enable uniform and seamless operations.
- Review branch and dorm premises - branding and upkeep.
- Lead follow-up and closure of audit / risk issues.
- Focus on regulatory compliances applicable to Branches.
- Special assignments to ensure customer delight is maintained at each touchpoint by providing best in-class service.
- Ensure high levels of operational efficiencies are achieved within reasonable costs.
- Support identification of defects and opportunities across customer journeys and provide recommendations for improvement.
- Support digital transformation and other transformation programs.
- Regular visits to every branch at least once in six months. (to be reviewed within a year)
- Interacting with customers directly to gather feedback and leveraging their input to suggest changes in processes.
- Regularly attend center meetings to contribute to strategic planning and tactical initiatives.
- Visit delinquent customers to mitigate losses.