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Dear All,

One of our clients, MNC Bank is looking for a right candidate for the below mentioned position.

Position: Vice President - Executive Communications Unit

Location : Gurgaon

Key Responsibilities:

- Responsible for meeting SLAs and adherence to process defined for complaints received.

- Ensure quick turnaround in establishing initial contact with the customers and demonstrate high service standards of the company.

- Provide timely and quality resolution meeting customer expectations and reduction in repeat interactions.

- Manage, train and assist team to provide timely and high quality resolution, meeting standards expected out of team and brand. Sharing learnings out of significant cases to develop the maturity, problem solving skills and customer handling skills to groom the team members.

- Engagement and close working with business managers, unit heads , legal and compliance head for managing complex and sensitive cases/matters .

- Manage and report accurately all the facts related to case and document the same in system and other reporting MIS's for senior management team.

- Analysis of the complaints , identification of root causes, and corrective actions plans forms integral part of the responsibilities.

- Ensure preventive measures are taken to ensure /follow-up with SQ team, channel owners, process owners, unit heads , for closure of the action items wrt root cause and track for reduction in the overall complaints or complaint types. Lead and participate in critical projects deemed critical for improving client experience.

- Have periodic calls/reviews with the business seniors , CMB, COO, SQ Head and update on the status and progress of performance and seek support wherever required.

- Manage and represent bank in the capacity of GRO ( Grievance redressal officer ), which will encompass interacting with the regulatory bodies, IBA and other consumer forums. This entails timely resolution of complaints received, analysis, reporting and corrective action plans.

- Ongoing focus and efforts to improve complaint management process and process efficiency and contribute towards customer delight.

Essential Competencies & Skills

- MBA from Premier Institute with 8-12 yrs of relevant experience in MNC Banks.

- Good understanding of consumer banking products and processes . Well verse with regulatory guidelines, industry and legal practices.

- Excellent communication , client handling and negotaiation skills for effective complaint resolution and arriving at win-win solutions with the clients.

- High degree of maturity and seniority to represent highest resolution desk of the bank representing CEO/CBMs office.

- Strong analytical and presentation skills (power point & Excel skills included).

- Empowered decision making skills and ability to put across critical customer issues in time to the senior management and engage in resolution process , wherever necessary.

- Ability to lead projects with cross functional teams. Exposure to quality tools like COPC/ Six sigma and project management will be an additional advantage.

- Strong analytical ability, eye for detail to diagnose process , systems issues and highlight to senior management for significant changes required in the organization .

- Ability and skills sets to interact with regulatory bodies, external agencies to represent bank and express Bank's view points correctly and convincingly.

Interested may send your profiles with current CTC details.

Regards,
Premnath Bojan,
Datamatics Staffing Services
Bangalore.
080-41142050

About A MNC Bank:
A MNC Bank