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28/08 Aanchal Talwar
Key Account Manager at Impeccable HR Pvt. Ltd.

Views:854 Applications:304 Rec. Actions:Recruiter Actions:7

Manager/Senior Manager/AVP/VP - Customer Experience - Home Loan Vertical - Bank (4-14 yrs)

Mumbai/Navi Mumbai Job Code: 844054

We have a certain job opportunities for the role of Customer Experience Manager (SM/AVP/VP) - Home Loan with the leading Bank based in Mumbai.

Job Location - Mumbai

Job Description

- Define processes, which adhere to regulations issued by authorities like RBI, IRDA, SEBI, etc.

- Identify opportunities to automate/robotize processes to increase efficiency and improve CX

- Manage all process resources; those responsible for BAU and for supporting innovation, strategic & transformation initiatives

- Create & manage end-to-end processes which support the CX strategy, business objectives and are in line with the bank's operations risk framework

- Constantly improve key processes to reflect changing strategy, business objectives, risk environment

- Conduct process audits to check process consistency and adherence

- Review existing processes and identify gaps (missing processes, gaps in processes, inefficient processes, processes which do not address operations risk and compliance issues)

- Implement knowledge management & process helpdesk platform to host processes for easy access for end users

- Liaise with stakeholders (business, operations, digital, risk, legal, compliance, IT, etc.) for buy-in on processes and to ensure processes remain up to date based on inputs from stakeholders

- Setup a monitoring mechanism for key business processes to identify and fix customer experience breakages, operation risks, and bottlenecks & correct processes

- Implement a process driven approach to support the change management organization for transformation programs/technology implementations - process inputs go into requirement gathering, test case preparation

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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