Head - Process Re-engineering & Customer Journey

Job Summary:

- Collaborate with senior leaders to improve CX by reducing TAT, cost, and risk.

- Drive digitization of core processes (loans, on boarding, ops, etc.).

- Standardize TATs/SLAs, leverage VOC/NPS to identify pain points, and ensure STP across all channels.

- Develop real-time dashboards and partner with IT/Digital to automate workflows via LOS, LMS, CRM, BPM, RPA, and AI/ML.

Key Responsibilities:

- Establish TAT benchmarks and process dashboards across all business units to monitor and improve performance.

- Achieve quantifiable reduction in process delays, customer complaints, and operational losses.

- Enable automation/STP for at least the top 5 critical customer journeys to enhance efficiency.

- Drive tangible improvement in NPS scores through re-engineered customer journeys, ensuring better satisfaction and loyalty.