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AVP- Service Quality

1 Opening(s)
NBFC-MFI: Client of OpportuneJobs.com
Job Summary
Experience Required : 6 Years (Minimum)
Location : South Delhi, Delhi, India.
Opening Date : 10th October, 2017
Closing Date : 31st October, 2017
Compensation Details: A competitive compensation package commensurate with experience
Sector : Microfinance | Financial Services
Functional Area : Operations
Job Type : Corporate
Position Type : Job
Professional Level : Senior Level
Profile Description
Reporting to: Board of Directors

Working Days: Monday to Saturday and second Saturday off in a month

Main Objective: Looking after the entire Service Quality department in maintaining the quality of the operations in a responsible manner.

Key Responsibilities:
  • Responsible for delivering seamless customer experience
  • Overall responsibility of implementing and managing service quality programs
  • Responsible for embedding Service Quality culture across departments and verticals
  • Responsible for managing the customer and employee helpdesk
  • Responsible for vendor and productivity management of outbound call-center
  • Ensure customers are offered services with best in the industry experience, quick & hassle free service
  • Ensure effective mechanism for handling customer grievance around product queries and banking transactions
  • Seamless transition of customers from ‘assisted services’ to ‘self-managed'
  • Implement & monitor customers life events based banking services through branches, ensures staff training and implementation
  • Implement guidelines of RBI & Indian Banks’ Association (IBA) on customer service
  • Ensure effective functioning of customer complaint resolution mechanism across channels
  • Periodical review of Grievances report & progress in Implementation of FPC; identifying gaps, implement process corrections thereof
  • Assist Compliance Dept. for internal and external audits of customer service aspects
  • Quality Assurance, Efficiency & Service TAT monitoring
  • Service Quality Trainings

  • Leadership skills
  • Analytical and decision making skills
  • Skillful communication of ideas and knowledge

Personality and Attitudes: Objective, observant, analytical, responsible, honest and Organized
Minimum 6 years of relevant experience
Organization Profile
NBFC-MFI (Non Banking Finance Company - Micro Finance Institution) has a portfolio of Rs 230.57 Crore serving 200,940 clients.
How to Apply
Apply online throigh OpportuneJobs.com

Please mention that you found this opening on OpportuneJobs.com when you apply!
Contact Details
Organization Name : NBFC-MFI: Client of OpportuneJobs.com
Contact Person : Jaspal
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