Job Description

Grade: M4/M5


Job Role


The incumbent will be responsible for improving the overall Customer experience of the assigned Customer segment S/he will have to identify customer pain areas across the Customer journey. Prioritize & resolve the customer issues by simplifying process, relook at policies / practices Collaborating with cross functional teams to drive improvements, identified as part of the root cause analysis framework Doing root cause analysis of the complaints to identify actions and closure of the action points quickly to reduce complaints/ TAT improvement Driving strategic initiatives centered around complaints/contacts, NPS, TAT to derive insights and enhance customer experience
Job Requirements


Customer orientation - Essential Problem solving / Analytical - Essential Project management skills - Essential Result Orientation - Essential Understanding of business - preferable Appreciation of technology - preferable * Good communication skills - written and oral