Job Description

:

Role/ Job Title: Senior Project Manager Service Excellence

Function/ Department: Toll & Transit

Place of Work: Mumbai

Job Purpose :

The Project Manager would ensure all RUN projects of the business is implemented and monitored on a regular basis. The project team would also look into the data analysis and marketing side of the business.

Roles & Responsibilities:

• Work with Product Managers and business to ensure the products and services are always designed with customer First solutions.
• Train the larger team on new features and processes
• Implementation of key projects on both issuance and acquirer businesses
• Create user stories with acceptance criteria, responsible for creating various user flow diagram, data flow diagram
• Use data analysis tools to monitor business parameters
• Create and Publish MIS
• Monitor and track the bank\'s performance across the following customer facing channels such as Contact centre, emails, Bank branches, Social media, escalations etc
• Create processes and execute them to ensure that all queries and complaints are tracked and resolved within the agreed timelines
• Create employee engagement programs to ensure the CUSTOMER FIRST theme is practiced
• Own the Whatsapp journeys and add more user journeys to the Bank\'s Whatsapp platform
• Perform NPS and constantly improve
• Regular tracking of JIRA tickets and work with the developer team to resolve all the open issues within agreed TAT
• Ensure constant monitoring and improvement of customer service parameter
• Products are conceived and launched as per internal policy and Customer FIRST themes

Secondary Responsibilities:

\xe2\x97\x8f Coordinate with regulators and ensure the product enhancements are in line with the regulatory guidelines
\xe2\x97\x8f Documentation quality and speed (Detailed & Exhaustive)
\xe2\x97\x8f Testing features along with UAT team

Managerial & Leadership Responsibilities:

• This role should be managing a team of associate project managers(in future)

Key Success Metrics:

• Deliver & effectively track all the deliverables
• Business P&L

Education and experience: MBA Graduate with relevant experience into project management

IDFC FIRST Bank