Manager - Customer Experience

• Aug 2019 - Present

• Conduct audits on Service quality and Sales parameters for Inbound and Outbound channel for Mutual fund product. Setting up training sessions/huddles with employees and mentoring them in the areas of concern. Revamping quality sheet for quality improvement.• Building training material and creating SOP's, FAQ's and synopsis for Mutual fund schemes.• Implement Voice of Associate (VOA) & Voice of Customer (VOC) framework and drive accordingly. Capture customer feedback/ratings on… • Conduct audits on Service quality and Sales parameters for Inbound and Outbound channel for Mutual fund product. Setting up training sessions/huddles with employees and mentoring them in the areas of concern. Revamping quality sheet for quality improvement.• Building training material and creating SOP's, FAQ's and synopsis for Mutual fund schemes.• Implement Voice of Associate (VOA) & Voice of Customer (VOC) framework and drive accordingly. Capture customer feedback/ratings on transactional & overall servicing aspect to gauge customer loyalty across all customer touch points.• Analyse the feedback received from the customer and check with Internal stakeholders for effective implementation.• Implement and drive operational and sales excellence initiatives across all stages of investing in Mutual funds. Pre - folio creation, Third Party Verification, In Person Verification (Video KYC), Folio created, Customer Onboarding, Payment and Withdrawal stage and Service delivery. Devise plans to revive zero balance folio and inactive account by informing about the scheme performance and returns and pitch for SIP/ Lumpsum investments.• Liaising with the Registrar and Transfer Agent (RTA). Ensure that the Non - KYC customers are converted to KYC within TAT post sucessful In- Person Verification.• Conduct service calls to update the empanneled distributors about New Fund Offer (NFO) launched and cater to the details required by them to increase market share.• Conduct sessions with Fund Manager to understand market situation and asset allocation as per the fact sheet.• To continuously review the performance of the team, goal setting for the team and to improve their productivity on an ongoing basis.• Preparing MIS and monthly presentation for reviews highlighting trends, Top call drivers, Social media updates, Stage wise business leads and Initiatives taken. Show more Show less

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