Name of unit : Retail Assets Operations INTERNAL USAGE: No. of Vacancies:1Reports to: Is a Team leader?NTeam Size: Grade:Manager / Senior Manager Business:Retail OperationDepartment:Retail OperationSub-Department:RL - Operations Location: Name of Unit Retail Assets Operations Role Regional Customer Service Manager Key Responsibilities • Monitor all the metrics of Customer Service for all the Loan Centers covered in the geography handle • Promote reduction of NFTR at Loan Centers • Monitoring Net Promoter Score, Process Health Assessment, Service Quality Audit and Five S Implementation at the Loan Centers • Work towards achievement of Customer Service Championship by all the centers in geo • Monitor escalations, Root Cause Analysis and take steps for reduction of Complaints • Promoting Service to Sales (Cross Sell) at Loan Centers and ensure targets achievement • Training to staffs handling Customer Service • Ensuing compliance of regulator’s as well bank’s policies • Contribute to Bank by process improvements, introduction of new process & project initiatives on basis Customer feedback/complaints Qualifications Optimal qualification for success on the job is: • Post-graduation / Graduation from a recognized institute Role Proficiencies: For successful execution of the job, the candidate should possess the following: • Knowledge of banking products and services • Knowledge of regulatory guidelines and norms • Good communication (both verbal and written) skill in both English and the local language • Ability to manage complex client situations • Ability to manage risk and uncertainty for self and team within a dynamic priority-setting environment Ability to handle pressure and meet deadlines