Lead - Liabilities Product Group - CASA Solution Desk AVP/DVP (Document Verification Unit/ KYC) - Bank
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
Experience requirement :- Banking Products & process related experience is Mandatory
- Project handling / Process improvements
Key skill sets required for this job :- Current account, special CA & Savings account KYC knowledge
- Good knowledge of excel
- Excellent analytical & logical skills
- Ability to influence, negotiate and constructively challenge to achieve productive solutions
- Banking Product & Process Knowledge
- Excellent Communication skills
- Knowledge of Competition & Current trends in financial / banking Industry.