Preparation of Quarterly/Monthly Branch service Score card and share branches performance with Top Management accordingly.
 Monthly analysis of Service Quality/complaints parameters for both internal & external customers.
Analysis and compilation of data collected from various units in the form of KSI & service quality report.
Conduct assessments of different units on the basis of assessment plan to check service performance and TAT’s.
 Assist in Developing of inputs in the creation of Key Performance Indicators (KPIs) for monitoring service quality efforts/ initiatives and monitor their achievements on a periodic basis.
Branch Visits surprise for look & feel improvement
Assist in design, planning, and launch of all service quality framework/guidelines and projects. Ensure that bank’s service quality standards are in line with market best practices. Review branches to assess & drive appropriate customer service behaviors.
Assist to promote the delivery of an excellent and consistent customer service ensuring that processes are followed by the branch teams.
Monthly/Periodic analysis of Complaints and customer feedback for management review and necessary actions. Assist implementation of service quality initiatives & to cater the gap identified for smooth functioning.
Manage Voice of the Customer Program team, Trend analysis and present VOC feedback with an actionable recommendations.
Preparation of Net Promoter Score* on the basis of different VOC surveys.
Record Keeping, trend analysis & dashboard of quarter/Month wise VOC surveys.

• Preparation of Quarterly/Monthly Branch service Score card and share branches performance with Top Management accordingly.
• Monthly analysis of Service Quality/complaints parameters for both internal & external customers.
• Analysis and compilation of data collected from various units in the form of KSI & service quality report.
• Conduct assessments of different units on the basis of assessment plan to check service performance and
TAT’s.
• Assist in Developing of inputs in the creation of Key Performance Indicators (KPIs) for monitoring service
quality efforts/ initiatives and monitor their achievements on a periodic basis.
• Branch Visits surprise for look & feel improvement.
• Assist in design, planning, and launch of all service quality framework/guidelines and projects. Ensure
that bank’s service quality standards are in line with market best practices. Review branches to assess &
drive appropriate customer service behaviours.
• Assist to promote the delivery of an excellent and consistent customer service ensuring that processes are
followed by the branch teams.
• Monthly/Periodic analysis of Complaints and customer feedback for management review and necessary
actions. Assist implementation of service quality initiatives & to cater the gap identified for smooth
functioning.
• Manage Voice of the Customer Program team, Trend analysis and present VOC feedback with actionable
recommendation.
• Record Keeping, trend analysis & dashboard of quarter/Month wise VOC surveys.
• Conduct Assessment Framework Quarterly & Yearly SBP Reporting

• Conduct all VOC-programs – external/Internal customer calling to gauge customer experience according to
defined frequency.
• Manage large amounts of outbound calls in a timely manner
• Ensure proper maintenance of Customer feedback sheets & share with line manager on regular basis.
• Ensure submission of VOC data as per prescribed formats to stakeholders as per defined frequencies and/or
as and when required.
• Assist in Dashboard, analysis of VoC/Service quality initiatives
• VOC Internal Branches One pager product knowledge survey, trend analysis.
• Ensure archiving of all Service Quality reports/data within defined turnaround timeline
• Compilation of all Service quality reports from branches & analysis

Conduct all VOC-programs – external/Internal customer calling to gauge customer experience according to defined frequency.
Manage large amounts of outbound calls in a timely manner
Ensure proper maintenance of Customer feedback sheets & share with line manager on regular basis.
Ensure submission of VOC data as per prescribed formats to stakeholders as per defined frequencies and/or as and when required.
Assist in Dashboard, analysis of VoC/Service quality initiatives
VOC Internal Branches One pager product knowledge survey, trend analysis.
Ensure archiving of all Service Quality reports/data within defined turnaround timeline
Compilation of all Service quality reports from branches & analysis