RB - Affluent Business:NRI Customer Experience Manager [15h Left]

15 hours ago


Mumbai India Axis Bank Full time

Job Description Job Title RB - Affluent Business:NRI Customer Experience Manager Grade Senior Manager (SM) Department RB-Affluent Business - NRI No. of Positions 1 Location CO - Mumbai Reporting Authority Job Name Assistant Vice President (AVP) Job Description This role is responsible for assisting the activity of defining the process changes/new process initiatives/process improvement activities on various systems used for NRI customer onboarding, periodic updation activities & managing the dedupe compliance 1. Requirement documentation for new development for customer on-boarding with coordination with stakeholders to ensure deployment is done within the timelines which enables increase in account sourcing. 2. Change management as per regulatory requirements to ensure no regulatory timelines are breached or process improvements to increase customer satisfaction 3. Preparation of extensive test scenarios, UAT, testing for developments to ensure no observations post deployment which impacts customer satisfaction & impacting business volumes 4. Immaculate coordination with stakeholders for timely execution of projects 5. Training & refresher for new system developments ensuring all touch points are well versed with the new development & there is NIL customer & volume imapct 6. Post deployment of new systems, FAQs to be released to all touch points ensuring no delay in query resolution 7. Monitoring & sharing dedupe merger progress report with multiple stakeholders on weekly basis 8.Identifying process gaps in dedupe merger and developing permanent solutions which ensures no customer impact Key Relationships (Internal or External Stakeholders) Internal Stakeholders: Operation, IT, OH&C, Marketing, Compliance, Risk, Branch, RM,Process Quality, BSG External Stakeholders : Vendors Major Competencies Required NRI regulations, NRI process, Project Management, Analytical skills, Inter personal skills, Logical reasoning skills. Academic Qualifications / Nature of Relevant Work Experience Required Graduate with atleast 5 years of work experience in Banking Industry. Experience in NRI Product will be preferred. Application and process testing experience will be preferred


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