Job Description Key Responsibilities: Conduct and lead onsite and remote reviews of branches as per assigned timelines, covering: Service Quality, Customer Journey Audits, and NPS Readiness Sales Governance, Process Adherence, Internal Controls, and Regulatory Compliance Outlier Identification, Red Flag Tracking, and Thematic Risk Reporting Perform Root Cause Analysis (RCA), recommend interventions, drive closure of gaps, and escalate critical issues where necessary Release timely and transparent Branch Scorecards, Customer Experience Ratings, and Exception Reports Support capability building through training, guidance, and repeat validations to ensure sustainability of improvements Strengthen the culture of first time-right service delivery and compliance discipline across branch banking What Were Looking For: Strong background in Retail Banking, Risk Controls, Process Excellence, and Service Quality Proficiency in report writing, RCA, grievance handling, and analytical presentation Excellent communication, stakeholder management, and time management skills High levels of ownership, objectivity, and commitment to customer-centric improvement
Key Responsibilities: 1. Product Strategy & Development: Define the roadmap for NRI products (NRE/NRO accounts, FCNR deposits, etc.). Design new offerings or enhance existing ones based on customer insights and market trends. Collaborate with cross-functional teams (technology, legal, compliance) to implement product initiatives. 2. Business & Revenue Growth: Drive customer acquisition and engagement through innovative product propositions. Partner with distribution channels (branches, relationship managers, digital platforms) to increase product penetration. Monitor and improve product profitability and performance metrics. 3. Customer Experience & Insights: Conduct regular customer feedback and competitor benchmarking. Enhance service delivery and product usability across touchpoints (digital and physical). Personalize offerings based on NRI customer segments (e.g., salaried, HNIs, students). 4. Regulatory & Compliance: Ensure all products comply with RBI, FEMA, and other applicable regulations. Liaise with legal/compliance teams for product approvals and audits. Keep abreast of changes in NRI banking rules and recommend timely updates. 5. Marketing & Campaigns: Work with the marketing team to run targeted campaigns for NRIs in key geographies (UAE, US, UK, etc.). Plan and execute product launches, webinars, and community engagement programs. 6. Partnerships & Alliances: Identify and manage partnerships with remittance partners, fintech's, overseas representatives, and correspondent banks. Explore co-branded or bundled offerings (insurance, wealth, loans).
JOB DESCRIPTION Lead the banks process re-engineering and customer journey transformation initiatives to deliver frictionless, efficient, and delightful banking experiences. Drive operational excellence, digitization, and customer-centricity across all touchpoints. Key Responsibilities Process Engineering Design and implement end-to-end process improvements across Retail, SME, Corporate, and Digital Banking. Apply Lean Six Sigma, Agile, and Design Thinking methodologies to eliminate inefficiencies and reduce turnaround times. Collaborate with IT, Operations, and Business Units to automate workflows and integrate digital solutions. Customer Journey Mapping Lead customer journey diagnostics across onboarding, servicing, complaints, and closure processes. Identify pain points and moments of truth using VOC (Voice of Customer), NPS, and analytics. Co-create journey blueprints with cross-functional teams to enhance experience and retention. Strategic Transformation Champion a culture of continuous improvement and customer obsession. Develop KPIs to measure impact of process and journey interventions. Present transformation roadmaps and progress to senior leadership and board committees.