Team Member-Customer Experience-SUPPORT SERVICES-Customer Experience

Job Title

Service Quality (Customer Grievance Audit & Process Improvement)

Department

Service Quality / Customer Experience

Reports To

Head - Service Quality and Process Improvements

Job Purpose

The incumbent will be responsible for auditing customer complaints handled and closed by Nodal Officers for consumer bank, with a focus on ensuring high-quality resolution, identifying root causes, and driving systemic process improvements. This role plays a key part in enhancing customer satisfaction and improving Net Promoter Score (NPS) by identifying service gaps and working toward systemic corrections and service excellence. Along with SQ audits, projects emanating from insights from audits and other process improvement suggestions would be also be expected to be driven and delivered.

Key Responsibilities 1. Complaint & Service Request Audit

• Conduct detailed audits of service requests and customer complaints raised by Nodal Officers.
• Assess the quality of resolution from a customer's perspective-timeliness, empathy, accuracy, and completeness.
• Evaluate adherence to internal grievance redressal timelines, regulatory requirements, and bank policies.

2. Drive NPS & Customer Satisfaction

3. Root Cause Analysis & Corrective Measures

4. Process Improvement Initiatives

5. Reporting & Insights

6. Stakeholder Collaboration

Required Skills & Competencies Strong understanding of retail banking processes, products, and service channels.

Qualifications & Experience

Desirable Traits

Skills Required

Lean, Stakeholder Management, Compliance, Analytical Thinking, Six Sigma