RB - Affluent Business:NRI Greenchannel Team

No of Vacancies1ManagerIs a Team leaderNTeam SizeNAGradeBusinessRETAIL BANKINGDepartmentAFFLUENTSub-DepartmentNRILocationThe candidate will be expected to monitor and drive NRI customer servicing experience across channels (branch, PBC, digital, etc) and products (assets, cards and third party products) This includes tracking product servicing landscape and metrics, periodic review of servicing journeys and process adherence, understanding pulse of priority customers through feedback, tracking & reporting key service quality & experience metrics to leadership, detailing out initiatives for improving service experience and executing them with support from cross-functional teamsOngoing competitive assessment of affluent service landscape across channels and products and synthesis of learnings from peer banksService Quality:Ongoing review of service processes and journeys from a customer perspective to identify gaps/ inefficiencies; identify initiatives to drive migration of servicing volumes to STP and DIY channelsParticipate in branch banking/ PBC reviews on service quality to identify pain points and track metrics/ process adherenceReview dashboards for Priority-specific experience and refine metrics/ formulae as neededParticipate in product backend team reviews (eg, RAS, CLH) to understand pain points identify areas for improvementServicing differentiation:Review Green Channel performance through periodic reporting, participate in reviews to identify pain points and track metrics/ process adherenceServicing enablement:Customer Experience:Monitor and drive NRI customer experience across the lifecycle discovery, acquisition, onboarding, engagement, servicingOngoing competitive assessment of affluent service landscape via phone banking channel (journeys, enablers and metrics) and synthesis of learnings from peer banksOngoing review of service processes and journeys from a customer perspective to identify gaps/ inefficiencies (eg, call-drops, high AHT, no resolution on first call, re-direction to branch)Create SOPs and process documents for any changes to servicing journeys & processesPeriodically shadow NRI agents to review capacity utilization, process adherence, understand pain pointsDrive ongoing adoption and enablement of service requests across products at PBC (eg, assets and cards)Drive initiatives to create differentiation for affluent customer service experience (eg, dedicated phone number, IVR skip, dedicated email ID, email escalation matrix, live asynchronous chat)Draft notes, obtain approvals for process changes, additional NRI-specific manpower requirement at PBC (eg, assets Green Channel team, credit card hotline)Review digital servicing journeys and volumes/ drop-offs to identify pain points and scope for improvementLiaise with DBAT team to execute initiatives to improve digital NRI customer service experienceIdentify levers for differentiated servicing experience for NRI customers on digital channel (eg, look and feel, premium features)Identify initiatives to drive migration of PBC servicing volumes to STP and DIY channelsPeriodic review of CX measurement framework for peer and global banks to identify gaps and learningsReview CX scores, ensure feedback loop to plan new initiatives to deliver on service promisesLiaising with all other departments (RBO, etc) to ensure smooth cross-functional support for the business & enhanced customer experienceQualificationsPost-grad required6-8 years+ experience in Banking/ Ficial services preferably in customer service mgmt, service quality, customer experience mgmt, or process quality mgmtRole ProficienciesKnowledgeKnowledge of HNI space in the banking sector, campaign management, portfolio management of similar premium programs, channel managementLeadershipDrive cross-functional coordination with internal stakeholders, lead execution through vendors and other teamsSkillsGood Analytical Skills, Good Writing Skills, Comfort with Power Point & Excel, Fluency in English & Good Inter-Personal SkillsAbilitiesShould be a self-starter, capable of collaborating/ networking with various stakeholders across teams and departments to get work done#ComeAsYouAre We are dil se open Women, LGBTQIA+ and PwD candidates of all ages are encouraged to apply