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Following up on end to end resolution of complaints/escalations in adherence to timelines
Monitoring & Reporting of all Complaints MIS including managing Regulatory reporting
Providing updates of Complaints in all forums, eg. CE Forum, CEM, C&C, Board updates, etc.
Study the nature of queries, PIs and client complaints to detect trends and implement opportunities to improve processes to prevent recurrence through the tracking corrective action completion
Liaise with all access channels for process enhancements required to deliver a superior client experience: (across all IPB Clusters, CBOL, Citiphone and Back end operations)
Power of One
Assist in conduct of the Power of One values/ activities
Be instrumental and receptive to Change Management
Assist and act as Backup to team members and support in monitoring Contact Management, Coordinating Awards & Recognitions program, Client surveys, and other offerings to enhance Customer Experience. Special Initiatives:
Follow-through of special projects undertaken form time to time to improve client satisfaction and operational efficiency
Service-oriented and a demonstrated Customer Centric approach to resolution of issues
Thorough knowledge of IPB products & processes (Sales and Operations)
Excellent communication + presentation skills
Good interpersonal skills
Strong analytical/quantitative skills - should be good at presenting, analyzing and interpreting data