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  • 12 - 15 Years
  • Posted : 27 days ago

Job Description:

AVP / DVP Customer Focus Capability Building

12 - 20 Years


Job Description

Job Purpose
Support companys CX Maturity Roadmap by enhancing employee capabilities to adopt the customer focus mindset and evolve in management of the end customer expectations

Job Responsibilities 6 - 8 Areas

Develop a customer centricity capability framework

Identify the TNA & skill gaps to enhance CX
Define & deploy a strategic framework for customer focus capability
Develop modules (content) and deploy programs directly or in collaboration with an external faculty

Design focused programs aligned to enhance NPS drive

Develop modules to enhance adoption of NPS practices which provides detailed understanding of what & How of BU NPS, doing RCA, insight capturing & action planning Preparing and presenting prioritized issues at zonal levels, huddle effectiveness, internal marketing etc

Deployment of programs & measuring impact

Program Manage Online / TTT certification approaches
Calendarising & deploying programs to build competency across levels in the branch
Deliver high quality programs & ensure learning effectiveness to gain buy in accelerate transformation project

Drive Employee engagement & recognition programs for customer focus

Plan CX event periodically across location
Define and deploy an approach to recognizing frontline staff enabling WOW MOTs and promoters of NPS programs

Adoption of new age learning techniques in the Capability framework

Partner, Leverage existing capabilities and develop hi end gamified modules for adult learning

Implement Strong Governance for training programs rendered etc Documentation of training plan, content management & certification guidelines
Online/ gamified module IT security compliances etc
Define a road map for capability development roll out and provide adequate visibility to the initiative
Enable controls and checks to monitor efficacy, impact etc

Salary Not Disclosed by Recruiter

IndustryBanking / Financial Services / Broking

Functional AreaITES, BPO, KPO, LPO, Customer Service, Operations

Role CategorySenior Management

RoleHead/VP/GM-Training & Development


Learning And Development L&D training Training plan Training calender NPS Net Promoter score

Desired Candidate Profile

Educational Qualifications
Post-Graduation MBA (HR /Marketing)

Key Skills

Communication & Presentation skills (written, Oral & visual)
Ability to adopt new age learning tools
Partner & develop hi end gamified modules
Understanding of Frontline skills in Banking sector
Collaboration and Influencing Skills
Banking Product & Process Knowledge
Planning and Organizing Skills
Knowledge of Competition & Current trends in financial Industry
Open for Extensive Travelling PAN India

Experience Required

Minimum experience 12- 15 years L & D vertical of Customer service / Operations
Prior track record of delivering successful customer Focus programs in Finance telecom or Retail sectors
Identification of Training need analysis, development of programs & certification methodologies
Mobile based / e-learning / gamified modules to roll out scalable solutions for adult learning

Major Stakeholders (intra team and cross functional stakeholders, who would need to be interacted with for discharging duties)

Internal employees
Branch Banking Team
Information Technology
Product Team
Infra & Admin

Company Profile

RiverForest Connections Private Limited

A Leading Private Sector Bank

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Banking
Functional Area : HR/PM/IR/Training
Role : Training & Development
Salary : As per Industry Standards
Deadline : 20th Feb 2020

Key Skills:

Company Profile:


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