Job Description

Job Title - Senior Specialist - BPR Place of work - Mumbai Business Unit - Operations Function - Customer Service Job Purpose: The role entails reengineering process and developing an engaging digital customer journey to provide best in-class experience. The role bearer will closely collaborate with internal stakeholders to rethink and redesign the way work is done to better support achieving the larger objectives of the bank and achieve dramatic improvements in critical and contemporary measures of performance such as cost, quality, services and speed. Roles & Responsibilities: - Responsible for developing customer centric processes which are cutting edge - Focus on end customer experience to improve NPS - Leverage the use of modern technology to enhance data dissemination and decision-making processes - Spearhead initiatives and ideas to reduce costs and improve productivity through newer, more efficient processes - Identify gaps in process implementation and recommend solutions to ensure a seamless customer experience - Liaise with stakeholders (business, operations, digital, risk, legal, compliance, IT, etc.) for buy-in on processes and to ensure processes aligned to inputs from customers - Manage the review of issues identified by Service Quality and direct the development of corrective actions in coordination with business lines and process owners (jointly with Service Quality) to modify/improve processes, policies and procedures Managerial & Leadership Responsibilities: Educational Qualifications: Graduate - Any Post Graduate - MBA Experience: 6+ years of experience in BPR/Transformation roles

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