Deputy Vice President - CASA Process Improvement

Job Responsibility :

- Process improvements to achieve NIL FTNR & reduced account opening TAT

- Ensure Competition bench marking with regards to the account opening processes & lies with Legal, compliance, BOTC for simplification

- Identification of process gaps / improvement areas regularly basis the queries received by casa solution desk

- Migration to Digital process for better customer experience

- Improvement of TAT, Reduction in Rejection

- Penetration of Digital projects

- Process Library to be kept updated and make available online

- Editable account opening forms for all constitutions

- Sprinklr to be used to answer CASA queries

- Monthly engagement /training of Business team to improve / enhance knowledge on CA

- Human capital / Resource development (Support channel in meeting Bank objectives)

- Ensure release of global mailers on the subject regularly

- Ensure continuous learning and development of the team

- CASA Guru app access to be enabled for business team (monthly activity) & to be kept updated with new guidelines/ simplification

Complaint management:

- Ensure that all complaints (MD complaints, customer complaints or Regulatory complaints) are resolved and responded to within the defined TATs

- Improvise the products/processes to reduce the recurrence of such complaints

- Analyse the top complaints occurring per month and address them to eliminate the recurrence of those complaint

Desk processes (To Do List, Team reviews):

- Maintenance of daily Activity/task tracker

- Branch Manager / Cluster Heads to be kept informed on FTNR %

- Engage with business team on regular basis for challenges received while sourcing current account opening