Reporting - SVP - Customer Experience & Service Delivery

Job Role:

- Drive key automation projects of the Service and CX function of Wholesale banking group

- Gathering information from users of various departments like Service team, Product team, Process team, Ops Team, for preparation of BRD/RSD by BSG/IT/Partners/ Project team

- Prepare framework for movement/automation of the existing processes into CRM (Salesforce) covering from start point i.e. customers approaching through various channels to the closure of the request.

- Simplifying/standardizing system flows/ processes like Account Opening, Account Maintenance, CMS Set up and real time troubleshooting CMS issues, Disbursements, General Banking Operations, Email/Voice helpdesk and complaints processes keeping in mind the end to end service delivery for business banking clients

- Coordination with various departments/cross functional teams for sign off to execute projects as per requirement

- Identifying opportunities for automation/solutions to reduce redundancy and eliminate duplicate activities, complexity, manual activities and curbing handoff points and improving efficiency/productivity of customer facing service employees

- Keeping customer and employee effort score low and improve experience by enabling simpler UI's and eliminating scope of human errors.

- Creating process flow so that status of applications/requests is visible to RM's/Customers to reduce volume of queries received by Service teams

- Identify proactive servicing projects, create digital service roadmap to reduce requests and enable self-service for customers

- Driving/meeting project deadlines in close coordination with Project teams / vendors / partners

- Conducting UAT's, giving sign offs for BRD's / FSD's, go live post UAT, user guides / arranging user trainings, system launch and driving usage of systems launched

- Competition benchmarking within and outside industry

BRD -Business Requirement Document, RSD -Requirement Specification Document, FSD - Functional Specification Document, CRM - Customer Relationship Management System

Job Requirements :

- CA/MBA with 5-8 years of experience

- Attention to detail - for identifying operational misses and process gaps

- Prior experience of CRM configuration, process design, understanding of corporate banking requirements will be preferred.

- Prior experience of working on Salesforce CRM will be preferred

- Good communication and leadership skills

- Working knowledge of Microsoft Office (Word, Excel & PPT)

- Prior experience / interest in managing customer issues and driving for improving processes is a must.

- Inquisitive about existing processes - can find his / her way through the organization