Managing the team of Customer Service Managers of 18 branches in Karnataka & Andhra PradeshResponsible for the Branch Quality Score, SLAs, quality and customer experience across all the branchesRecruitment & training of Customer Servie Executives on service & quality parameters, monitoring & driving their performanceDriving performance of all branches on key service & quality parameters - FTR, online channel activation penetration, complaints & requests resolution in TAT, account depletion / erosion controlDriving process improvements to optimize productivity of Csstomer Sevice ManagersIdentifying customer impacting issues, implementing solutions within TAT to maximize customer satisfactionData Analysis & Interpretation around all the quality & service parametersDevise & Implement strategies (basis analysis results) for continuous improvement on all key parametersDesign & Implement trackers to monitor team's performance on all key vectors, & to monitor achievement of branches on all servce parameters wrt benchmarkCo-ordinating with different teams & stakeholders to enable the branch teams ensure timely closure of all customer requests and complaints

Business Excellence:-End to end management of "Net Promoter Score" for the organization - CSAT survey to measure and improve customer satisfaction and delight across every touch pointExtensive Data Analysis around the Net Promoter Score survey results to understand the concern points & implement projects for corrective actionInvolved in Six Sigma Yellow Belt project mentoring and trainingIdentifying improvement areas across functions, planning and implementing projects around the same aimed at process optimization and performance enhancementIdentify key customer concerns, and implement adequate measures to maximize customer satisfactionDesign & implement customer communications aimed at enhancing customer engagement & satisfactionCustomer Retention:-End to end management of the external agency deployed for retention & collection effortsExtensive data analysis & trend study to segregate portfolio into priority segments and implement segment based differentiated strategies for enhanced renewals & persistencyPersistency benchmarking project - to identify the best practices adopted by Industry top performers, internalize and replicate them to improve persistencyResource requirement planningDesign & Implement monthly / quarterly incentive plans for the teamStrategise basis analysis of data & drive initiatives aimed at enhancing productivityCross functional interaction to ensure smooth functioning of the process

System testing of web based applications, Database testing using PL/SQLCo-ordinating UAT with the business users (clients)Weekly work schedule reports of the team members