Branch Incharge

Purpose

This position is accountable for managing the complete experience center either it be operations, administrative responsibilities, or walk-in customers influx. 
Alongside the customer handling and experience part, this position is responsible for building relationships with other functions and stakeholders to ensure timely resolutions for customers’ services and complaints. This position is also responsible to enhance customer experience, maintain the ambience of experience center,
 

Area of Responsibilities

1. Operational Excellence & Customer Experience
    •    Identify, evaluate, and manage strategic risks and opportunities related to the respective experience center and ensure overall smooth branch operations.
   •    Managing complete experience center either it be operations, administrative responsibilities, or walk-in customers influx. 
   •    Ensure to comply with organizational policies & procedures.
   •    Manage daily operations especially customer experience related activities, and make improvements as identified.
   •    Maintaining cordial and collaborative relationships with stakeholders to ensure timely resolution of customers services & complaints. 
   •    Ensure all the implemented practices & process are standardized and are in alignment with QAST

     
2. KPI Management
    •    Ensure that team KPIs are met in compliance to SOPs and KE policies  
   •    Monitoring of KPIs, team scores & individual activities to ensure that KPIs are achieved. 
  •    Ensure diversion of customers traffic to alternate channels    

3.  Complaint Management / Escalation 
    •    Monitor complaints closely and coordinate with relevant stakeholders to ensure timey resolution within defined TAT.
   •     Provide first contact resolution for all such services & tickets that are to be resolved without involvement of any other department. 
   •     Avoid repeat customer traffic by timely addressing billing & NC related issues to the relevant stakeholders leading to enhance customer experience. 
  •    Follow defined escalation matrix to ensure TATs are not compromised for any registered customer complaint or service.
  •    Focal contact person for all stakeholders of that respective IBC.    

4.  Process Re-engineering & Reporting
    •    Prepare reports and analyzing customer interaction’s data to improve processes and maximize efficiency & customer satisfaction.
    •    Critically evaluate day to day customer concerns and propose process revamp that would enhance customer experience, reduce serve time, and wait time
    •    Able to analyze problems and develop strategize for better solutions    

5. People Management
    •    Identification of Improvement area of team
    •    Feedback on regular basis
    •    TNA
    •    Ensure adherence of the staff.
    •    Team building activities.    

Skills

•    Customer Journeys / Customer Experience
•    Teamwork & Collaboration
•    Handling difficult people (stakeholders & irate customers)
•    Data Analytics
•    Product knowledge 
•    Organizational policies
•    Departmental SOPs & KPIs
 

Education (Mandatory)

Minimum Graduate (Preferably MBA)

Years of Experience

3 to 4 Years’ Experience  

Functional Competencies