Propositions Manager-Execution Affluent-HO & Support

• We are seeking a highly motivated and strategic professional to lead process, service and customer service execution and governance for affluent proposition. The role requires to analyse proess gaps and resolution to improve service quality and overall customer experience of the affluent customer.

Area

• Understand current programme process and realign to make it as error / defect free as possible

• A keen understanding of risk , audit, regulatory framework and being able to undertake internal audit

• Timely monitoring of RCSA (internal audit, regulatory and statutory framework)

• Service Quality / Customer experience improvement
• Tracking NPS & execute improvement in RNPS/TNPS
• Ensure prioritized customer experience across bank products

• SR, Complaints TAT monitoring & Improvement

• Handling and monitoring proposition queries and ensuring reduction in queries by process improvement and adherence

3) Candidate Specification

• Prior experience of managing service and process is required
• Must have a deep domain expertise in product service and customer experience
• Critical thinking; thinks outside the box and above and beyond conventional wisdom
• Collaborative work style; effectively interacts with partners across organizational boundaries/hierarchies
• Displays a leadership presence; commands respect and will earn trust of senior leaders
• Multi-tasks productively and reliably, while managing conflicting priorities
• Attention to detail, Good writing and negotiation skills to be able to provide crisp answers to audit teams
• Research / Quality oriented,
• Has a keen eye to understand processes and realign, Process oriented with good execution skills
• Comfort working with various stake holders and building consensus