RP&F - Products-CO:NRI Customer Experience Lead

Role Overview:

The AVP NRI Term Deposits & Digital Enablement is responsible for driving strategic initiatives to enhance NRI deposit products, optimize digital banking journeys, and improve customer experience across channels The role involves cross-functional collaboration with product, IT, compliance, and business teams to deliver impactful solutions aligned with business goals and regulatory requirements

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1 Term Deposit Initiatives & Product Enhancements

Lead the development and rollout of digital journeys for booking, managing, and closing term deposits across platforms, ensuring seamless customer experience and operational efficiency Introduce new products

Drive educational campaigns on FD benefits and tax implications

Run programs/Campaigns to increase Term deposits numbers , closely work with channel managers

2 Digital Channels Strategy & Optimization

Enhance user experience on Internet Banking and Mobile Banking

Introduce new digital services based on customer demand and trends

Resolve digital servicing issues and implement permanent fixes

Benchmark digital offerings against competitors and suggest improvements

Drive adoption and usage of digital platforms among NRI customers

3 Increase in PPC Credit Card, Home Loan & Remittance

Enable digital journeys for NRI credit card issuance and home loans

Collaborate with product teams to increase penetration of NRI PPC products

Run targeted campaigns to boost remittance registrations and usage

4 Compliance & Regulatory Adherence

Ensure timely completion of all regulatory and audit-related projects

Maintain compliance across all developments and close audit points promptly

5 DQ Special Projects & Training

Ensure data quality projects are completed on time and RCA are submitted

Conduct branch visits and training sessions for new and existing products

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Key Skills & Competencies:

Strong understanding of NRI banking products and digital platforms

Project management and stakeholder coordination

Analytical thinking and problem-solving

Customer-centric mindset with a focus on digital adoption

Regulatory and compliance awareness

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Impact Areas:

Customer Experience: Seamless digital journeys and reduced friction

Operational Efficiency: Centralized processes and reduced manual work

Business Growth: Increased deposit penetration and PPC product uptake

Compliance: Zero audit exceptions and timely regulatory adherence