Team Member
Job Description
Job Role:
• Drive various streams which help improve customer experience for WBG clients
• Managing the NPS modules; help build fresh modules; and managing customer complaints
• Analyzing complaints to identify any recurrent gaps in systems / processes
• Independently solving for senior management and RBI escalations, and guiding the team to solve a wide variety of customer issues
• Managing interface with the Regulator (RBI) on certain complaints
• Engaging with relevant stakeholders to identify and close the system / process gaps
• Analyzing data on customer complaints and T-NPS and presenting to senior management (Group President & BH) on monthly and on quarterly intervals to the Board
• Interfacing with internal / external audit (if required) on the above-mentioned items Job Responsibility:
• CA/MBA with 7-10 years of experience
• Ability to Influence/Relationship Management Skills.
• Attention to detail – for identifying operational misses and process gaps
• Good communication skills
• Working knowledge of Microsoft Office (Word, Excel & PPT)
• Prior experience in managing customer issues and driving process improvement is a must.
• Inquisitive about existing processes – can find his / her way through the organization
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Job Detail
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Job IdJD2863707
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationMumbai, Maharashtra, India
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EducationNot mentioned
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ExperienceYear