RB - Affluent Business:NRI Greenchannel Team

�        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

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.

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.