Senior Manager - Customer Service - Projects - Bank

Sr Manager - Customer Service Projects - Bank

Reporting to DVP- Customer Service Projects

- Gathering information from users of various departments like Service team, Product team, Process team, Ops Team, for preparation of BRD/RSD by BSG/IT/Partners/ Project team for service automation projects

- Simplifying/standardizing system flows/ processes like Account Opening, Account Maintenance, CMS Set up and real time troubleshooting CMS issues, Disbursements, General Banking Operations, Email/Voice helpdesk and complaints processes keeping in mind the end to end service delivery for business banking clients

- Coordination with various departments/cross functional teams for sign off to execute projects as per requirement

- Analysing high volume transactions and identifying opportunities for DIY/automation

- Designing solutions in coordination with BSG/IT teams to reduce redundancy and eliminate duplicate activities, complexity, manual activities and curbing handoff points and improving efficiency/productivity of customer facing service employees

- Keeping customer and employee effort score low and improve experience by enabling

- Driving/meeting project deadlines in close coordination with Project teams / vendors / partners

- Conducting UAT's, giving sign offs for BRD's / FSD's, go live post UAT, user guides / arranging user trainings, system launch and driving usage of systems launched

BRD -Business Requirement Document, RSD -Requirement Specification Document, FSD - Functional Specification Document, CRM - Customer Relationship Management System

Job Requirements:

- Post Graduate/MBA with 3-5 years of experience

- Attention to detail - for identifying operational misses and process gaps

- Prior experience of assisting CRM projects, process design, BOT based projects, understanding of corporate banking requirements will be preferred.

- Good communication skills

- Working knowledge of Microsoft Office (Word, Excel & PPT)

- Inquisitive about existing processes - can find his / her way through the organization