• Responsible to raise the bar of Service & Quality standards/scores of entire ZONE• Driving 200+ branches to be in top 30 percentile of performance Pan India Responsible for effective complaint management and ensuring complaints and issues are resolved within the organization’s prescribed Turnaround Time (TAT) along with Root Cause Analysis to understand if any structural changes can be initiated. Benchmarking a record-setting improvement in Net Promoter Score of the Zone to positive performance by driving service culture across branches and ensuring execution of close looping & service recovery of feedbacks Driving a team of 4 Regional Service Quality Managers for improving the Zone performance and handling SQ performance of all verticals of Consumer Banking like Branch banking, NR scorecard,Corp Sal scorecard, Ops scorecard, Privy scorecard. Coordinating with Unit heads and drive the respective units to boost the SQ scores & improve the service culture . Doing Data analysis of different parameters like First Time Right performance/Complaints TAT/Service TAT/Escalations/Nodal complaints/Customer feedback/SQ audit. Monitoring the Mystery Shopping initiative and customer experience with staff in face-to-face and telephonic conversations and working with the respective teams for implementation for improving customer satisfaction / cost control / cross sell for deepening. Propose procedural improvements based on periodic reviews, in order to enhance service delivery. Responsible for conducting “SPIRIT AUDITS” for ensuring that branches part out the required level of quality services to the customers which ensures high level of service deliverables

 Responsible to raise the bar of Service & Quality scores of entire Region ( Delhi ). Handling SQ performance of different verticals like Branch banking scorecard & NR scorecard. Doing Data analysis of different parameters like First Time Right performance/Complaints TAT/Service TAT/Escalations/Nodal complaints/Customer feedback/SQ audit. Visiting the branches across region,discussing the data with team, guiding to improve their service culture and finding out the core issues and get them plugged in coordination with Ops/Process/Training team Conducting a constructive understanding for all new/existing branches of the Branch service score cardand focus group workshops for branches beyond the rank of 50 in the service score card and understand issues faced and work on correcting/facilitating the same to ensure improvement of their scores Facilitating the Branch Customer Service Committee meetings to interact with customers to capture their suggestions and feedback and work with the HO for evaluating their implementation

 Overall in-charge of branch operations and Customer Service and achievement of branch targets for CASA and Third Party products.  Responsible for internal and external audit compliance as per prescribed norms. Second in line to BM and authorized to take decision as BM in his absence. Organizing contests at the branch level for Relationship Officers and Relationship Managers every month thereby ensuring motivation and excitement to acquire new business.  Driving a team of 2 Relationship Officers and 1 Service Officer and 1 Service Delivery officers to achieve their targets for Liability and Third party products.  Servicing of all the HNI Relationships of the Branch

 Revenue generation through focused sales, customer investment solutions and growth of value for both the organization and the customer. It also involves cross selling of all products in the KMBL basket and ensuring brand awareness for the group at all times Portfolio analysis and management of High Net Worth Individuals Back up for Service Manager Manage Branch operations through transaction reports, suspense accounts monitoring, vendor management, and audit compliance covering the customer service desks.  Responsible for Complaint Management and provide for a customer focused approach for resolution of all queries and complaints Preparation of the R-Returns on Fortnightly basis involving reporting of foreign exchange transactions in individual accounts as well as corporate trade related business