RB - Affluent Business:NRI Customer Experience Manager

Axis Bank

Mumbai, India

5-7 Years

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Job Description

Job Title	RB - Affluent Business:NRI Customer Experience Manager	Grade	Senior Manager (SM)
Department	RB-Affluent Business - NRI	No. of Positions	1
Location	CO - Mumbai	Reporting Authority Job Name	Assistant Vice President (AVP)
Job Description	This role is responsible for assisting the activity of defining the process changes/new process initiatives/process improvement activities on various systems used for NRI customer onboarding, periodic updation activities & managing the dedupe compliance 1. Requirement documentation for new development for customer on-boarding with coordination with stakeholders to ensure deployment is done within the timelines which enables increase in account sourcing. 2. Change management as per regulatory requirements to ensure no regulatory timelines are breached or process improvements to increase customer satisfaction 3. Preparation of extensive test scenarios, UAT, testing for developments to ensure no observations post deployment which impacts customer satisfaction & impacting business volumes 4. Immaculate coordination with stakeholders for timely execution of projects 5. Training & refresher for new system developments ensuring all touch points are well versed with the new development & there is NIL customer & volume imapct 6. Post deployment of new systems, FAQs to be released to all touch points ensuring no delay in query resolution 7. Monitoring & sharing dedupe merger progress report with multiple stakeholders on weekly basis 8.Identifying process gaps in dedupe merger and developing permanent solutions which ensures no customer impact





Key Relationships (Internal or External Stakeholders)	Internal Stakeholders: Operation, IT, OH&C, Marketing, Compliance, Risk, Branch, RM,Process Quality, BSG External Stakeholders : Vendors
Major Competencies Required	NRI regulations, NRI process, Project Management, Analytical skills, Inter personal skills, Logical reasoning skills.
Academic Qualifications / Nature of Relevant Work Experience Required	Graduate with atleast 5 years of work experience in Banking Industry. Experience in NRI Product will be preferred. Application and process testing experience will be preferred