Job Description
Job Requirements
Job Title: Project Manager-Credit Cards
Department/Function: Credit Card
Job Purpose
The Project Manager Credit Cards will be responsible for delivering a seamless and transparent client onboarding experience while driving digital transformation across credit card journeys. This role will champion process improvements, operational efficiencies, and compliance with regulatory standards to ensure superior customer satisfaction. The incumbent will lead initiatives to create fully digital and autonomous customer journeys, collaborate with cross-functional teams, and manage end-to-end onboarding processes with a strong focus on quality, turnaround time, and customer delight.
Roles & Responsibilities
Manage the Client onboarding experience, expectations and communications, ensuring transparency throughout the entire onboarding process both internally and externally; Identify and drive new digital initiatives for credit card journeys. Be the driving force for improvements ;Continuously initiate & drive process enhancements
The Client Onboarding Specialist is required to take complete ownership and effectively navigate the organization & leverage appropriate resources & internal stakeholders to drive it
Attention to detail and comfortable in dealing with completing administrative work associated
Effective workload management/prioritization based on business impact to optimise capacity/productivity within the Onboarding team.
Ensure accurate and timely tracking and improvement of end to end Turn Around Time (TAT)
Ensure adherence to standards/KPI's and ensure pristine control environment maintained at all times
Observe demands of corporate policy and Bank Regulations of internal control and standards of legislation. Ensure taking appropriate measures for elimination of possible defects and violations, identified by Control Groups;
Champion the cause of 100% digital and autonomus customer journey
Recommend improvements to processes to drive operational efficiencies and high quality customer service
Keep abreast with market trends and competitor strategies
Ensure strict adherence to defined quality and regulatory standards & practices
Drive senior management presentations on success and progress of key success metrics of digital initiatives
Champion IDFC First's customer first culture by driving the team to take up high degree servicing norms to ensure absolute customer delight
Collaborate with the credit, technology, analytics, risk teams and Vendors
Success Metrics:NPS, Csat, TAT, Control & Compliance score
Educational Qualifications
Graduation: Bachelor of Technology (B.Tech) / Bachelor of Science (B.Sc) / Bachelor of Arts (BA) / Bachelor of Business & Insurance (BBI) / Bachelor of Management Studies (BMS)
Post-Graduation: Master of Business Administration (MBA) / Master of Commerce (M.com) / Master of Arts (MA)
Experience: 5 - 10 years of relevant experience
