Lead - Retail Liabilities - Customer Experience - Banking Domain

Lead-BAU (Retail Liabilities)-Customer Experience

Job Title: Lead BAU-Retail Liabilities

Department: Customer Experience

Location: Mumbai

Job Purpose:

The role entails leveraging deep product and process knowledge to make incremental changes to processes for improving TAT and enhancing customer experience. . The role bearer would be responsible for designing a seamless customer experience by building a robust system of policies and processes. This role would partner with Lead - Transformation and Process Admin to achieve larger developmental goals.

Key Responsibilities:

'- Create robust and compliant processes platform for all Retail Liabilities products and across all customer touchpoints

- Integrate different processes to form a uniform platform architecture

- Simplify processes to ensure ease of understanding and application in different scenarios

- Envisage use cases to predict and prepare for potential queries and create Knowledge Management systems to support internal customers

- Identify opportunities to streamline processes to increase efficiency and improve CX

'- Collaborate with internal stakeholders such as process owners and users to identify potential improvement opportunities

- Manage process resources in a cost effective manner