Product Manager-Customer Experience (Rural Banking)

Job content

Job Purpose

• Responsible for developing a continuous Customer Excellence process management/improvement framework including governance and methodology in the allocated branches
• Support digital transformation and other transformation initiatives to enhance quality of customer experience in the allocated branches
• Drive Customer Service standards for all customer journeys within Rural Banking across all Asset and Liabilities products
• Adherence of Customer Excellence processes which meet all internal and external audit guidelines
• Own and drive customer experience initiatives in the branches

Roles & Responsibilities

Key / Primary Responsibilities of the Role - List the primary deliverables

• Drive and monitor customer service delivery standards for Branch Banking.
• Monitor and Review customer journeys, products across all touchpoints (Branch, Online, personal meetings, BOC) as per defined standards.
• Identify customer pain points and highlight the same to Product team/ central squad.
• Monitor and track all customer service related parameter like TAT for customer requests and query resolution.
• Analyze various MIS and data to monitor customer experience with branches (NPS, TNPS, Mistry Shopping, RCU)
• Follow up and review customer complaints (Branch Banking) across channels – Escalations, Grievances, Digital complaints for allocated branches.
• Ensure timely resolution of customer complaints/grievances/queries received through various channels. Handle complex queries and escalations to management.
• Effective engagement with seniors and team leads on new initiatives & projects related to customer service excellence.
• Improving customer service standards of branches by way of knowledge series, identifying L&D needs and trainings on regular basis.
• Travel to branches to provide trainings, review and monitor various Customer Service aspects in the branches.

Secondary Responsibilities - List the deliverables other than primary, but essential for the role

• Coordinate with other functions to meet to enhance customer experience for banking services availed.
• Identify loopholes in process and supervision mechanism that may lead to customer dissatisfaction and escalations.
• Gain complete knowledge of the products and service offered by bank to resolve customer complaints in effective and complied manner.
• Understand technology/processes/systems/products.
• Proficiency in MS Excel, MS Word & MS PowerPoint.
• Excellent written and verbal English communication skills.
• Strong team player, but equally good at taking initiatives.

Managerial & Leadership Responsibilities - (if applicable)

• People & Stakeholder Management
• Strong Team player wit the ability to get work done across teams. • Ability to understand vision of Leadership team and transfer this into execution steps on ground.
• Demonstrate knowledge of customer experience and help the product team constantly improve customer journeys
• Own and drive CX initiatives at branch level.

Key Success Metrics

• Focus to achieve target customer excellence, cost (efficiency) improvements, digital penetration targets.
• Focus on end customer experience to improve NPS.
• Anticipate and manage risks to achieve target audit rating
• Achieve high stakeholder satisfaction ratings from business, operations, risk, compliance, audit and IT team.
• Team management: drive team performance, develop and retain talent