via Career pages·3w ago
State Head
IDFC First Bank
Full-timeOn-sitebankingbanksalesbranch operations managementemployee engagementcommunication & influencebranch managementchange managementanalytical skillscustomer servicecomplaint resolution managementcustomer experience managementdigital literacypersonal brandingcall handling metrics & service qualityservice quality measurementasset managementproblem solvinglearning agilitycrm system proficiencydrive & rigourteam managementperformance managementvoice of customer analysisdeveloping peoplecustomer orientationstrategic planning
Location:Madurai, Tamil Nadu, IndiaType:Full-timePosted:3w ago
Job Requirements
About the Role
As a State Head – Asset Branches at IDFC First Bank, you will lead customer experience and operational excellence across branches in your state. This role focuses on driving productivity, improving service metrics, and fostering a high-performance culture while ensuring seamless customer interactions and cross-sell opportunities.
Primary Responsibilities
- Drive branch productivity and ensure service quality.
- Promote channel migration to digital platforms.
- Maintain low attrition and high employee engagement.
- Ensure First Contact Resolution (FCR) and high Transaction NPS.
- Maximize cross-sell opportunities across products.
Secondary Responsibilities
- Lead and implement strategic initiatives across branches to enhance customer experience and operational efficiency.
Education
- Graduate in any discipline; post-graduate qualification preferred.
Experience
- Proven experience in branch banking, customer service, or asset management leadership roles.
Skills and Attributes
- Strong leadership and team management skills.
- Excellent understanding of retail banking operations and customer experience metrics.
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