RB - Affluent Business:Head - NRI Portfolio & Activation

6 months ago

Mumbai, India Axis Bank Full time

RB - Affluent Business:Head - NRI Portfolio & Activation

15 - 20 Years 1 Opening Mumbai

Role description

Job Description: Head - NRI Portfolio & Activation Job Title Head - NRI Portfolio & Activation Grade VP/SVP 1 Department Affluent Business No. of Positions 1 Location Corporate Office Reporting Authority Job Name SVP & Head - NRI Portfolio, COE & New Product Development No. of Direct Reports 4 Team Size 6 Job Description Customer Engagement and Campaigns :
1. Devise Cross Sell strategy for customers via D2C and Digital Campaigns
2. NRI Homecoming - Lead discussions with important stakeholders in Marketing, BIU, Branch Banking channels and NRI Business Managers to design Homecoming calendar, Exectution road map of offers to be rolled out to customers and Open day lead generation drive for Branches
3. Personalization Campaigns - Execution of existing TD perosnalization campaign and planning for other products
4. GDPR - Ownership of customer communication and consent management framework for NRI Business
5. CRM Trigger and campaigns execution - Ensure team delivers event based and automated triggers to mapped RM portfolios on CRM and other portals, end to end ownership - from Data refresh to performance tracking
Portfolio Management : 
1. Customer relationship management - Lead the team managing NRI customer to RM mapping process
2. Annual review, design and Manpower planning for NRI RM, NDRM and UAE RM portfolios
3. Ensure Mapping framework is running smooth in deepening base basis agreed mapping logics with internal stakeholders
4. Ensure team delivers all adhoc customer to RM mapping change requests on time - which may come due to customer escalations, Family banking creation between mutliple portfolios and upmigration/downmigration of customers mapped to higher/lower RM type
5. RM Master automation for Know your RM infra - Ensure regular checks are in place such as change in new RM, RM contact details or RM resignation are upto date in Know your RM D2Cs, IB/MB and OGS channel capture correct RM info all the time
Portfolio Health and Voice of Customer (RM quality) : 
1. Ensure timely exectuion of upmigration, downmigration or centralized closure activities
2. Own the migration and closure process end to end with BIU afrom logic and data push perspective and with Product team from process and operational exectution perspective 
3. Voice of Customer : Ensure team is contantly tracking customer survey on RM interactions, publish VOC MIS and track detractors with mapped RM and respective L1 supervisor towards closure
Programs, Propensity Data, NRI Connect portal and Campaigns based on Data analytics
1. Identification of micro segments in existing customers for new business opportunities and accordingly design innovative campaigns and execute them as planned to meet specific business objectives such as increasing overall Customer activation, product penetration, retention strategy, ETB deepening for existing customers and increased customer activity including book of Acquired Business
2. Generate Insights into existing channel usage and penetration and innovate on ways to enhance customer experience
3. Ensure timely and quality propoensity data base for Remittance, TD and Other crosshilding products such as Cards, loans, Demat etc including Acquired Business base
4. Lead the team with stakeholders in IT and BIU for insights development on NRI Connect portal used across Branch banking, AVC and UAE rep office
VAS Partnerships and Alliances
1. Lead converstation with corporates, vendors or Banks for strategic tieups in NRI Space , eg. Value added services such as Tax advisory, medical concierge etc.
2. Manage existing partnership discussions with off-shore banks / FIS and closure on agreement with legal, compliance and Risk Key Relationships (Internal or External Stakeholders) Internal Stakeholders
Marketing, BIU, IT, NRI Product, Portfolio teams in Burgundy, Priority, Burgundy pvt, Prime and BRO channel, UAE rep office, Compliance, legal and CRES (admin) Major Competencies Required 1. Excellent communication skills
2. Team management, team building & motivation skills
3. Should be able to collaborate with various internal and external stakeholders of the Bank 
4. Knowledge of PPT, excel and Word is a MUST
5. This role requires traveling to the Branch/circle and regional offices including AVC centres for traning on NRI portfolio and guuding RMs on NRI connect portal usage Academic Qualifications / Nature of Relevant Work Experience Required (+)10 year of work experience and relevant experience in NRI business or Retail Banking is preferred
Strong analytical background and experience on campaign management
CA or MBA from premium B-schools

Skills

Refer to the Job Description

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