Customer Experience Manager

KEY ROLES AND RESPONSIBILITIES: 1) Maintaining customer service delivery standards in the branch & ensure consistent client satisfaction 2) Ensuring adherence to Service Level Agreements and defined metrics for ensuring consistent client experience 3) Ensuring root cause analysis is done for all complaints in a proactive manner 4) Drive customer engagement and retention initiatives through effective project management and implementation 5) Development of customer communication strategy and identify opportunities to drive it through different customer touch points 6) Interact with customers to provide and process information in response to inquiries, concerns and requests about product and services 7)Communicate and co-ordinate with internal departments for arriving at a resolution 8) Publishing dashboard and MIS to management, stakeholders on timely basis. Highlighting concerns, business opportunities, revenues, process improvements etc. 10 )Developing Team members for improving their performance 11 ) Supporting team for various Customer Care Unit Projects