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RB - RP&F:Customer Experience and Technology Team
Axis Bank
- 🇮🇳 India
- On-site
- 7 months ago
- Change Management
- MS Office
- Excel
- PowerPoint
7 months ago
| Job Title | Technology and Customer experience | Grade | AM_DM_M_SM |
| Department | RB - Liabilities & Direct Banking Products | Sub-Department | RB - RL&DB |
| Location of Posting | C002:Axis House | Reporting Authority Job Name | Anush Dubey |
| No. of Direct Reports (if applicable) | 0 | Team Size | 0 |
| Key Responsibilities | 1. Process Design & Documentation: Map, design, and document end‑to‑end processes using standardized templates. Create/update SOPs, BRDs, user manuals, and process notes. Ensure all documentation reflects latest regulatory, audit, and operational requirements. 2. Continuous Improvement (CI): Identify process inefficiencies and recommend improvements. Propose automation, digitization, and STP enhancements in collaboration with CPU/IT/BSG/DBAT teams. Track impact of implemented changes (e.g., TAT reduction, STP uplift, NFTR reduction). 4. Cross-Functional Coordination: Partner with Operations/CPU, Tech, Risk, and Business teams for process alignment. Facilitate discussions for UAT, requirement finalization, and stakeholder sign‑offs. Manage communication flow among teams for smooth execution. 5. UAT, System Enhancements & Change Management: Write/validate business requirements for new enhancements. Conduct UAT, raise defects, and drive closure with technology teams. Support rollouts by preparing training material, release documents, and branch communication notes. 6. Performance Monitoring & Analytics: Track and report process KPIs (TAT, productivity, STP %, NFTR %, error rates, etc.). Prepare dashboards, MIS, and management reviews. Provide insights to leadership on project status, performance trends and improvement opportunities. 7. Customer Experience Enhancement: Identify customer pain points and design process interventions to simplify journeys. Work with UX, digital channels, and servicing teams to streamline customer touchpoints. Ensure processes align with digital-first and paperless servicing vision. |
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| Qualifications | Graduate/Postgraduate in Commerce, Business Administration, or any field. 6-10 years of experience in Project Management, Process Management, Banking Operations |
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| Role Competencies | Ability to identify process gaps and implement effective control measures. Strong analytical skills to assess the necessity and impact of process changes. Proficiency in process mapping, root cause analysis, and continuous improvement methodologies Effective coordination with cross-functional teams including IT, Compliance, Risk, Operations, and external partners. Strong interpersonal skills to manage expectations and drive collaboration across departments. Sound understanding of regulatory, audit, and risk frameworks in banking. Strong verbal and written communication skills for stakeholder updates, process documentation. Ability to simplify complex processes for easy understanding and adoption Familiarity with banking systems, automation tools, and reporting platforms. Proficiency in MS Office (Excel, PowerPoint, Word) and process documentation tools. |
RB - RP&F:Customer Experience and Technology Team · Axis Bank