Manager/Senior Manager/AVP/VP - Customer Experience - Home Loan Vertical - Bank

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