RO:Service Recovery - Customer Experience & Project Management Team

Axis Bank

Mumbai, India

3-10 Years

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Job Description

RO:Service Recovery Customer Experience & Project Management Team
RO:Service Recovery Customer Experience & Project Management Team
No. of Vacancies:	1	Reports to:	DVP
Is a Team leader	Y/N	Team Size:

Grade:	Manager/ Senior Manager
Business:	Retail Operations	Department:	Service Recovery	Sub-Department:	Project Management
Location:	Mumbai
About Name of BU
Service Recovery- Project Management
About the Role
We are looking for resources who have worked in Banks, top consulting MNCs, primarily in the Cards and Payments domain. The concerned resources will be responsible for implementation of large-scale transformational projects in the Banking domain for the Bank. Work on Process Improvements & Enhancements through identification of root cause, working very closely with Cross Functional PODs from other teams.
Key Responsibilities
Act as a consultant to internal teams helping them solve customer problems effectively, leading to improved business metrics and impact on P&L The incumbent is expected to do a critical deep-dive into customer journeys and discover friction points between customer expectations and as-is processes, via o Detailed process walkthroughs, Data analytics &Voice of customer and process analysis Orchestrate brainstorming sessions / design thinking workshops, ideation, designing and implementing digital solutions Documentation of business requirements, approval notes and getting approvals from relevant forums Effective stakeholder management and communication from business and project alignment perspective Planning and owning end-to-end project management ensuring timeline and KPI adherence Collaborate with the IT, product, operations and BIU teams for delivering measurable improvements Join-forces with business to drive adoption that will bring in transformation Develop and deploy 360-degree feedback mechanism to bring in continual improvements Excel in analytics, presentation, and delivery skills, proficiency in PowerPoint and Excel Hands-on experience working on projects which directly impact customer experience/ NPS Should be a self-starter, logical problem solver with an eye for detail Should have worked in a fast-paced / agile environment Knowledge of retail banking asset products & processes are desirable
Qualifications
Graduation/Post graduation- Engineering degree is a plus 3 to 10 years relevant experience working in Bank/Fintech/Big4
Role Proficiencies:
Proven work experience in similar profile for 10+ years. Thorough understanding of Project Management for Process changes and new implementations