The bank for a changing world

Project service - Assistant Manager / Senior Associate

Contract

Standard / Permanent

Location

IN-MH-Mumbai

Job function

MISCELLANEOUS

Reference

ISP000050

Job description:
 
Project Services Team –Voice of customer
 
Experience level: 5 Years
Relevant experience: 2 – 3 Years
 
 
Voices of Customer are surveys, where the client satisfaction levels for various processes is derived using a questionnaire that is shared with them. The results derived from these questionnaires are analyzed and an action plan is arrived at, which is then shared with all stakeholders.
 
AREAS OF RESPONSIBILITY / CRITICAL TASKS:
  • Responsible for end to end implementation for Client VOC.
  • Coordinate closely with Business Heads for obtaining the VoC requirements
  • Manage VoC execution – VoC Launch , reminders to participants, Closure & analysis
  • Manage VoC Dashboard and Trackers
  • Keep track of upcoming VoC and plan the execution
  • Adhoc management reports/ queries
     
     
    Key Behavioral Competencies 
    Strong communication skills, Attention to detail and thoroughness, Good interpersonal skills, People management skills, Ability to manage multiple stakeholders, Persistence of follow-up when required, Ability to operate with demanding users and sometimes conflicting priorities, Articulate innovative problem solving techniques
     
    Key Technical Competencies
    Excellent written and verbal communication.  
    Industry knowledge of Client surveys, CSAT, VoC Understanding
    Understanding of risks in contracting
    Qualification
    Post Graduate /Graduate with prior experience in CSAT, Client surveys, VoC

Qualification
Post Graduate /Graduate with prior experience in CSAT, Client surveys, VoC