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| Job Location | Delhi |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Banking / Financial Services |
| Functional Area | General / Other Software |
| EmploymentType | Full-time |
Summary:Person would be responsible for end to end Mystery shopping process - others. This is a National Level Role which involves managing Mystery shopping process and its stakeholdersAssists and supports the Sr. Manager in the development of strategies and sub processes around Mystery shopping.Assists in activities related to compliance, remedial training & ensure that the team provides excellent support to the function Job Responsibilities:Person would be responsible for managing the Mystery shopping process end to end. Ensuring smooth functioning of the process involving the oversight of the general day- to- day function leading to coordination between various zones , RMs and Cities as well.Managing agencies at the pan india level - are able to do MS appropriately/SLAs/trainingAgencies are hired locally/regionally/pan india level to do Mystery shopping processAgencies are trained/re trained regularly to ensure effecive mystery shopping in placeEnsuring agreed SLAs/violation rate are met around the processEnsuring mystery shopping on the other key processes is also done regularlyResults of the Mystery shopping/key findings are published (dashboard) regularlyEnsuring the team is adequately staffed to deliever on the processBilling/Invoicing of the vendors are adequately managed as per SLAConstantly working on the improvement of processes/corrective measures proactively to mitigate risks.Maintain reports of significant risks and recommendationsEnsuring adherence to the service levels through Key Performance Indicators such as TAT, quality parameters etc.Maintain and enhance Standard Operating Procedures to ensure efficiency across process.Ability to work in a professional manner with stakeholders and in accordance with organisational valuesDesired Profile:7- 10 years of experience in risk/ investigation profile in NBFC/Bank/InsuranceGraduate/Post graduate from any degree disciplineStrong organisational, analytical, problem solving, written and verbal communication skills.Go getter attitudeAbility to observe, assess an provide feedback that leads to positive change,
Keyskills :
training mystery adherence vendors rms oversight tat shopping eyperformanceindicators problemsolving standardoperatingprocedures servicelevels verbalcommunication mysteryshopping professionalmanner