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Private Jobs / Private Sector
Ujjivan Small Finance Bank Ltd Hiring for Area Manager at India Full Time
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Area Manager – Customer Experience – Bangalore , Salem
Multiple locations
Department
SOUTH SERVICE QUALITY
Job posted on
Dec 17, 2021
Employment type
Permanent
Experience range
5 years – 12 years
1. The purpose of the role is to deliver seamless customer experience by implementing and monitoring customer care and support programs for 60+ branches.
2. This role is responsible to conduct service audits of branches, ATMs and agent outlets such as BC points and assist branches in improving customer service.
3. The role further assists in customer connect and feedback loop and responsible to achieve consistent improvements in CSAT, NPS and mystery shopping scores.
4. Responsible for implementing “customers’ life event related banking services framework” at assigned branches.
5. Responsible for onboarding/ training and performance improvement of Customer Care Representatives (CCR) of branches.
6. Responsible to deliver customer service trainings for branch staff (virtual/in-class).
7. Overall objective of the role is to establish customer service at branches as a key differentiator among the competition.