Customer Experience Executive at HBL Microfinance Bank LTD

Job Description

Branch Customer Experience - Uplift

• Ensure Branch Physical/Virtual visit to check the overall branch customer experience. Preparing customer experience report of the branch as per the defined criteria well within timeline as per quarterly roster.
• Highlight the observations & share them with the branches/Area/region team through email for corrective measures.
• Follow-up till closure with branches/Area/region & relevant Head office stakeholders for issue resolution and maintain trackable record. Closure of issue benchmark is 60% + monthly
• Responsible for branch-wise analysis on a monthly/quarterly basis concerning visit observations.
• Drive customer conversion to digital ranking and digital channels & Improve pension and salary branch management with positive/improving trend
• Reinforce a culture of excellent customer greetings and first impressions floor Management.
• To assess branch awareness and ownership of complaint handling procedures, Surprise complaints box check on quarterly basis.

Customer Experience Quality Assurance

• Assist line manager to promote the delivery of excellent and consistent customer services ensuring that processes are followed by the branch teams.
• Build sustainable relationships and engage Internal and external customers by interacting with the customers during visits Overall responsible for managing customer experience initiatives at the regional level.
• Develop Customer experience culture in branches/PBs and play a vital role in branch look & feel improvement.
• Regularly follow up on SCD, CCTV, Complaints and other uncertain issues for timely resolution.
• Regularly update contact directories and maintain the CX Picture Directory. Conduct daily dress code compliance checks and share updates.
• Ensure timely rollouts of CER reports and performance trackers. Bridge between branches, HO and CX HO team for smooth operations.
• Work for Quantitative performance and deliverables.

Performance KPI Scorecard:

• Ensure to maintain Monthly Staff service KPI score.
• Conduct monthly meetings with regional teams for performance alignment.
• Share Weekly/Monthly meaningful& timely performance logs with the HO CX team.

MIS & Record Keeping

• Ensure to keep proper records of reports/correspondence ensuring safe custody and maintain day to day discipline as per approved policies & procedures of the bank
• Assist in all monthly, quarterly regional reports.
• Strong follow-up in compilation of reports & data from branches.
• Ensure availability of all data & record consolidation & review of customer experience reports received from Ensure the creation of CX portal user IDs in coordination with the HO team. Follow-up with relevant distribution/ area/ branches to ensure timely complaint closure from relevant branch/area.

Training & Development:

• Conduct training at the regional/Area/Branch level to improve customer experience reports/ results shared by the HO team.
• Ensure periodic training & evaluate the needs as and when required.
• Actively participate in all campaigns launched in Bank.
• Conduct Zoom and physical training session induction training sessions for branch and field staff & share with HO team on timely basis.

Job Specifications:

1-3 years’ experience on customer experience position in banking sector / service industry.

Minimum bachelor’s from HEC recognized institute.

Knowledge / Skills:

• Effective presentation & report writing skills.
• Good Communication skills
• Data Analysis
• Experience of planning, prioritizing, organizing own work, and managing multiple deadlines.

Willing to travel across the country as required in the course of business requirements