Program Manager - Affluent Servicing

• Report, monitor and continually impact improvement in the Affluent Clients Service parameters and the delivery of client Experience so that Affluent Banking becomes a benchmark in Customer Service for premium banking customers in the industry.
• Planning, executing, and overseeing key service improvement initiatives that enhance customer experience and operational efficiency.
• Cross-functional co-ordination, performance tracking, process optimization and driving change to meet service goal.
• Manage performance of the Service team to improve the quality and handling of customer service interactions across defined KPI metrics

Responsibilities:

• Track, report, analyze and drive Affluent service team on key performance indicators (KPIs).
• Ensure that through the year the strategic and tactical interventions on customer experience journeys and service processes lead to achieving the customer loyalty benchmarks set for the business by way of NPS scores / Mystery Shopping.
• Drive reduction of complaints incidences and improvement in Request and Complaint TATs for Affluent clients
• Drive the SRM team to add quality NTBs from penetrating client family accounts and quality referrals for CASA / FD growth. Monitor and manage complaints / requests within defined TATS for Affluent clients.
• Coordinating with different stakeholders / departments in the Bank, managing escalations and improving delivery processes to ensure superior client experience.
• Drive Digital adoption and migration of clients to NBD channels.
• Ensure Affluent clients KYC requirements are fulfilled by the on-ground teams and no accounts go into freeze status due to Re-KYC non-compliance.
• Own and drive the Virtual Service Manager (VSM) model.
• Liaison with the VSM team to deliver on the key business matrix through VSM team in partnership with leader's from VSM team