Team Lead - Business Process Re-engineering - Banking Operations - Retail Liabilities

- Evaluate all existing and new processes across functions to ensure they are designed, documented with responsibilities and achievable TATs, and focused on enhancing customer experience.

- Challenge existing processes with an aim to simplify, automate and even eliminate processes if required, to improve productivity, TATS, reduce costs and to remove customer inconvenience/ frustration points, thereby adding to business growth and revenue.

- Review the key complaints from customers as well as those reported by the SQMs and branch channel to identify gaps in existing processes which need to be addressed. Work in co-ordination with other teams- Process, BSG, RCU to fix these pain-points.

- Maximize leverage from technology, ensuring simpler UI, reducing multiplicity, filling gaps and facilitating delivery.

- Identify improvement points and act as a feeder channel to Digital and Central Customer Experience team for projects whose scope is transformational in scope.

- Work on process restructuring with a view to create differentiation viz. competition on service delivery.

Job Requirements -

- 8-12 years of experience in banking operations- Retail Liabilities.

- Having worked on projects related to Process Development/ Re-engineering will be an added advantage.

- Ability to think out-of-the-box along with strong analytical skills.

- Excellent written and oral communication skills.

- Target driven.

- Ability to multi-task and manage multiple projects.

- Working knowledge of excel and good presentation skills.

- Preference will be given to candidates from Ecommerce background who have worked in the sphere of Customer Experience.