RB - Affluent Business : NRI Greenchannel Team

RB - Affluent Business : NRI Greenchannel Team

INTERNAL USAGE : No. of Vacancies :

Manager :

Is a Team leader

Team Size : NA

Grade : Business :

RETAIL BANKING

Department : AFFLUENT

Sub - Department : NRI

Location : About the Role

The 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 teams.

Key Responsibilities

Ongoing competitive assessment of affluent service landscape across channels and products and synthesis of learnings from peer banks

Service Quality : Ongoing review of service quality metrics (TAT adherence, NFTR, volumes, etc.) to identify pain points and areas of improvement

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 channels

Participate in branch banking / PBC reviews on service quality to identify pain points and track metrics / process adherence

Review dashboards for Priority-specific experience and refine metrics / formulae as needed

Participate in product backend team reviews (e.g., RAS, CLH) to understand pain points identify areas for improvement

Servicing differentiation : Drive initiatives for differentiation of Priority customer experience across products (e.g., credit card hotline, assets green channel)

Review Green Channel performance through periodic reporting, participate in reviews to identify pain points and track metrics / process adherence

Servicing enablement : Drive ongoing adoption and enablement of service requests across products at PBC (e.g., assets and cards)

Customer Experience : Review CX scores, ensure feedback loop to plan new initiatives to deliver on service promises

Monitor and drive NRI customer experience across the lifecycle discovery, acquisition, onboarding, engagement, servicing

Ongoing competitive assessment of affluent service landscape via phone banking channel (journeys, enablers and metrics) and synthesis of learnings from peer banks

Ongoing review of service processes and journeys from a customer perspective to identify gaps / inefficiencies (e.g., call-drops, high AHT, no resolution on first call, re-direction to branch)

Create SOPs and process documents for any changes to servicing journeys & processes

Periodically shadow NRI agents to review capacity utilization, process adherence, understand pain points

Drive ongoing adoption and enablement of service requests across products at PBC (e.g., assets and cards)

Drive initiatives to create differentiation for affluent customer service experience (e.g., 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 (e.g., assets Green Channel team, credit card hotline)

Review digital servicing journeys and volumes / drop-offs to identify pain points and scope for improvement

Liaise with DBAT team to execute initiatives to improve digital NRI customer service experience

Identify levers for differentiated servicing experience for NRI customers on digital channel (e.g., look and feel, premium features)

Identify initiatives to drive migration of PBC servicing volumes to STP and DIY channels

Periodic review of CX measurement framework for peer and global banks to identify gaps and learnings

Review CX scores, ensure feedback loop to plan new initiatives to deliver on service promises

Liaising with all other departments (RBO, etc.) to ensure smooth cross-functional support for the business & enhanced customer experience

Qualifications

Optimal qualification for success on the job is :

Post-grad required

6-8 years+ experience in Banking / Financial services preferably in customer service mgmt., service quality, customer experience mgmt., or process quality mgmt.

Role Proficiencies :

For successful execution of the job, the candidate should possess the following :

Knowledge

Knowledge of HNI space in the banking sector, campaign management, portfolio management of similar premium programs, channel management

Leadership

Drive cross-functional coordination with internal stakeholders, lead execution through vendors and other teams

Skills

Good Analytical Skills, Good Writing Skills, Comfort with Power Point & Excel, Fluency in English & Good Inter-Personal Skills

Abilities

Should be a self-starter, capable of collaborating / networking with various stakeholders across teams and departments to get work done.

Skills Required

Campaign Management, Power Point, Excel, Channel Management, Portfolio Management