· Review of new/existing products, services, systems, procedures and processes to ensure stellar services to customers.
· Conduct annual Customer Satisfaction Surveys and prepare MIS.
· Conduct Satisfaction Surveys on complaints closed by Customer Complaint Unit.
· Conduct Mystery Shopping, as and when decided by the Management.
· Conduct mystery shopping of Call Center over the recorded call.
· Monitor Counter Services of Branches through centralized queue management portal.
· Issue Counter Service performance report to Branches on monthly basis.
· Proactively coordinate with Branch/Area/Zonal Management to ensure timely resolution of issues highlighted during visits.