RB - Affluent Business:NRI Client Experience Manager
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| Job Title | RB - Affluent Business:NRI Client Experience Manager | Grade | AVP | |
| Department | Affluent Business | No. of Positions | 1 | |
| Location | Corporate Office | Reporting Authority Job Name | Head - Portfolio & Partnerships | |
| No. of Direct Reports | - | Team Size | - | |
| Job Description | NRI NeXT is a critical strategic priority for the bank focused on re-engineering customer journeys and processes to build differentiated & best-in-class experience across customer lifecycle from onboarding to Servicing for NRI clients. Resource will play a critical role in designing & executing key initiatives to improve NPS & reduce NFTR and will also get an opportunity to create an impact from scratch. The candidate will have the following responsibilities: 1. Drive digital projects across NRI customer journeys to offer best in class onboarding experience to customers including driving initiatives related to servicing 2. Design training material for Branches to implement identified initiatives. Partner with 5K+ Branches and RMs to train on onboarding & servicing processes, gather feedback and monitor Bank's service excellence through key parameters like NPS, NFTR, TAT, etc 3. Work closely with other teams to identify, ideate and implement process efficiencies to maximise throughput and reduce NFTRs 4. Drive NPS goals for the Business, and track initiatives to deliver the goals 5. Collaborate with Marketing on customer surveys, insights to design communication, branding & engagement strategy for the NRI clients Review customer complaints, analyse trends, identify initiatives to improve customer experience & reduce complaints 6. Partner with Operations, branches, Product teams, and cross-functional businesses like credit cards, debit cards, to identify pain points for both customers as well as front line channels, and design programs to address their challenges 7. Review UI/UX along with DBAT team across all service journeys and identify areas of service enhancement 8. Work with IT to prioritise developments, prepare business requirement documents, work with various stakeholders to execute User Accceptance Tests (UATs), Production testing and migration 9. Collaborate with Compliance, Legal, Operations, Risk, Marketing & other key stakeholders for implementation of identified initiatives. | |||
| Key Relationships (Internal or External Stakeholders) | Internal Stakeholders DBAT, IT, Compliance, Legal, OH &C, Branch Banking | |||
| Major Competencies Required | 1. Excellent written & verbal communication skills 2. Strong people management skills to interact internally with cross functional teams 3. Passionate about designing best in class client experience 4. Problem solving capabilities. Ability to develop creative / non traditional solutions to solve challenges for NRI clients 5. Eye for detail, meticulous and creative 6. Ability to handle multiple projects and prioritize | |||
| Academic Qualifications / Nature of Relevant Work Experience Required | Minimum 4-6 years experience in Product Management or Client Experience in Banking or Financial services / Fintech / WealthTech / Lending CA or MBA from premium B-schools may be preferrred |
Job ID: 152965057
Skills:
Product Management, customer surveys, Business Requirement Documents, client experience, Digital Projects
