Head - Customer Experience Jobs in Mumbai - Bank of Baroda
Head - Customer Experience
Bank of Baroda
Expired
Posted: 01 Dec 20
Job Description
Head - Customer Experience/01 Post
Roles & Responsibilities:
• Develop & execute strategy for enhancing customer experience, engagement and advocacy across all channels.
• Own the Customer experience matrix of managing customer engagement, loyalty and grievance redressal across all channels.
• Design and execute strategies aimed at re-engineering customer facing processes, with focus on time, quality of interactions and cost.
• Design and execute the grievance redressal machinery for the Bank, including systems, policies and processes. Develop and coach the Customer Experience team so as to build a strong customer-centric culture in the organization.
• Develop and manage relationships with key internal and external stakeholders including Retail Banking, Wholesale banking, Digital Banking, Treasury, Branches, regulators, IT vendors and operations.
• Develop technological/ digital interfaces for enhancement of customer experience in collaboration with Digital/ IT verticals.
• Continually assess risks in the business, taking into account changing market and economic conditions, legal and regulatory requirements, operating procedures and impact of new technology.
• Develop business analytics and framework for governance and business reviews, making proposals for enhancing customer experience.
• Be the primary interface with the Ombudsman, appointed by the regulatory
• Be a thought leader through participation at industry conferences and developing productive relationships across key/ large clients at the CEO level.
Work Experience: Minimum of 10 Years’ experience in BFSI Sector with 3 Years of experience at Senior / Head level position in Customer Experience vertical
Job Particulars
Education Any Graduate
Who can apply Freshers
Hiring Process Face to Face Interview
Employment TypeFull Time
Job Id1053521
Job Category 1 to 3 Yr Exp , Tech Support
Locality Address
State Maharashtra
Country India
About Company
Bank of Baroda, India's International Bank, with a network of more than 3200 branches in India enjoys the unique distinction of overseas presence in 26 countries. The global business of the Bank is over Rs. 4,60,000 crores. The Bank's Mission is 'To be a top ranking National Bank of International Standards committed to augmenting stakeholder value through concern, care and competence'. The Bank believes that its people, process and technology are the key drivers for delivering customer service. The Bank firmly believes that its Human Resources are the most valuable asset and the HR Mission of the Bank is 'Creating Competence and Passion for Business Excellence'.
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