Service Head

Role : Service Head
Grade : VP/SVP
Reporting to : Product & Program Head
Location : Yes Bank House
PURPOSE OF THE ROL
Yes Private Service Head role is the fulcrum of customer experience for Yes Private clients across all their touch points and moments
of truth with the bank. The role assumes both thought leadership and execution ownership in ensuring that Yes Private clients
experience world class service delivery and transactions fulfilment with the bank.
This role is responsible for ensuring strong oversight and governance controls on processing of requests received across all customer
touch points like branch, service manager, relationship manager & contact center.
This role also architect’s improvement in service design and customer process journeys with a view to enhance speed and
seamlessness for Yes Private customers, leading to superior customer engagement
Key Responsibilities/ Accountabilities
Service Strategy Development: Develop, Implement & Manage Service Strategy to optimize Customer Satisfaction, Retention and Profitability
Responsible for creation and implementation of the service architecture for Yes Private.
Collaborative stake holder management & hands on leadership approach.
Ensuring processes & policies for Yes Private are created and updated timely
Managing escalated complaints and ensuring that the complaints are resolved within TAT.
Drive service and compliance parameters like Re-Kyc, Dormant Account Activation and others amongst the channels
Be a point of contact for Yes Private Service Managers and Yes Private Relationship Managers in case of queries/escalations.
Responsible for ensuring 99% Requests & Queries are resolved within TAT
Responsible for driving 100 NPS score for Yes Private
Ensuring that all Yes Private Service and compliance parameters are tracked, monitored and managed
Tracking and monitoring of service requests received across all touch points from Yes Private clients and ensuring that the requests are processed within TAT.
Follow up on requests and liaison with resolving units to provide timely and accurate resolution.
Identify process improvements and take up for resolution end to end.
Collaborate with internal teams to ensure all client requests, queries and complaints are seamlessly resolved.
Develop and mentor Yes Private Service Managers and Yes Private Contact Center Desk to deliver efficient, timely and high-quality service.
Promote a culture of customer centricity within the team.
Core Competencies
Customer and Quality Focus
Professional Entrepreneurship
Drive for Result
Influence and Impact
Integrity
Lead and Develop people
Enables Change
Build transparent and inclusive teams

Work arrangement
No