Job Summary

IndusInd Bank is seeking a dynamic and customer-focused Service Excellence & Customer Engagement Lead to drive superior customer experiences across all touchpoints. This role requires a strategic thinker with a passion for delivering world-class service, building long-term customer relationships, and leading initiatives that enhance engagement, loyalty, and overall customer satisfaction. The ideal candidate will bridge operational excellence with innovative engagement strategies, ensuring the Bank consistently exceeds customer expectations.

Key Responsibilities

• Develop, implement, and monitor customer service strategies and engagement initiatives aligned with the Bank’s business goals.

• Lead and mentor a team of customer experience professionals to achieve service excellence benchmarks.

• Analyze customer feedback, survey data, and service metrics to identify areas for improvement and drive actionable insights.

• Collaborate with cross-functional teams to enhance processes, products, and service delivery mechanisms.

• Design and oversee programs to boost customer engagement, loyalty, and retention.

• Ensure compliance with regulatory standards and internal policies while maintaining superior service quality.

• Act as a key liaison between customers and the Bank to resolve complex service issues promptly and effectively.

• Champion a customer-first culture by promoting service excellence principles across all levels of the organization.

Required Skills and Qualifications

• Bachelor’s degree in Business Administration, Finance, Marketing, or related field; MBA preferred.

• Strong leadership, team management, and coaching skills.

• Excellent communication, interpersonal, and negotiation skills.

• Analytical mindset with the ability to interpret data and transform insights into actionable initiatives.

• Proficiency in CRM systems, customer feedback tools, and digital engagement platforms.

• Ability to thrive in a fast-paced, dynamic banking environment.

Experience

• Minimum 7–10 years of experience in customer service, relationship management, or customer engagement roles, preferably within the banking or financial services sector.

• Proven track record of leading customer experience programs and delivering measurable results in service quality and customer satisfaction.

Working Hours

• Standard banking hours (Monday to Saturday), with flexibility required for special projects, events, or escalated customer engagements.

Knowledge, Skills, and Abilities

• In-depth understanding of banking operations, products, and service delivery.

• Strong problem-solving skills and ability to handle challenging customer situations diplomatically.

• Strategic thinking combined with operational execution capability.

• Expertise in designing customer engagement frameworks and loyalty programs.

• Ability to influence stakeholders at all organizational levels.

Benefits

• Competitive salary with performance-based incentives.

• Comprehensive health insurance and wellness programs.

• Professional development opportunities, including training, certifications, and leadership programs.

• Work-life balance initiatives and employee assistance programs.

• Opportunity to work in a high-growth, customer-centric banking environment.

Why Join IndusInd Bank?

IndusInd Bank is committed to redefining banking experiences through innovation, integrity, and customer-first principles. Joining our team means contributing to a culture of excellence, where your ideas and leadership directly impact our customers’ financial journeys. You will be empowered to lead transformative initiatives while growing your career in one of India’s most dynamic private sector banks.

How to Apply

Interested candidates are invited to apply online via the IndusInd Bank career portal or submit their resume to us with the subject line: “Application – Service Excellence & Customer Engagement Lead”.