Lead - Fixed Deposits/Senior Lead - Fixed Deposits

Job Description

* Duties and Responsibilities - Core Responsibility Oversee implementation product launch ensure new product development processes are followed. Oversee and review service delivery providing management an oversight of implementation projects including project assignments customer satisfaction. Oversee and execute process improvements and the development of policies procedures methods and tools in support of delivery and to streamline work to provide a higher value to our customers. Establish control on project schedules and risk issues; facilitate timely decisions to maintain project schedule; identifies project risks early and assist by providing prudent and timely recommendations for risk avoidance; sets and manages all stakeholders expectations; creates and executes project work plans and revises as appropriate to meet changing needs and requirements. Work with Product management IT Service PMO & delivery teams & other cross functional teams to improve customer experience. Post launch have a continuous process of reviewing the process fixing issues identified based on auditing customer journeys customer queries and complaints received in delivery shops. Create product brochures Standard Operation Plans (SOP) Training documents. Train and mentor Service teams branches and their reports to communicate with stakeholders to identify needs and evaluate alternative business solutions by bringing in industry specific insights ; continually seeks opportunities to increase customer satisfaction and deepen customer relationships. Communicates across the organization to ensure knowledge of customer implementations and status. Provides management with regular project updates; serves as a critical advisor to the team as an Implementation leader and helps to set the direction for the implementation and professional services team. Ensure consistent use of implementation methodology. Active participation in Project Governance Meetings with Stakeholders. Responsible for serving as the primary customer escalation point for customer changes and/or issues during the implementation process. Inspire team with drive and motivation needed to aggressively meet commitments. Data View Detailed journey maps to be created with linkages to processes and applicable KPIs. Include KPIs linked with journey maps like TAT Recons Control charts error % etc Analyze and interpret performance of KPI s control chart trends and variations; translate into executive-level briefings that articulate issues and drive actionable responses Responsible for management reporting and analysis and providing support in executive level presentations Ensure accuracy in the insight / information provided to the business service & other cross functional teams preventing any misrepresentation concealment or omission of information. Create standard methods of collecting and disseminating key data * Duties and Responsibilities - Data View Detailed journey maps to be created with linkages to processes and applicable KPIs. Include KPIs linked with journey maps like TAT Recons Control charts error % etc Analyze and interpret performance of KPI s control chart trends and variations; translate into executive-level briefings that articulate issues and drive actionable responses Responsible for management reporting and analysis and providing support in executive level presentations Ensure accuracy in the insight / information provided to the business service & other cross functional teams preventing any misrepresentation concealment or omission of information. Create standard methods of collecting and disseminating key data Perform advanced analytics modelling and data mining to develop insights to constructively support stakeholders in the decision-making process Effectively contribute and coordinate in driving projects across workstream(s) within COE in collaboration with stakeholders and colleagues Play a catalyst role in adding value to the stakeholders by way of sharing and implementing industry best practices in processes / concepts Facilitate continuous improvement processes for the analysis of business and financial data and related conclusions and recommendations. Audit Activities: The ability to understand the wider context and apply the wider professional knowledge and experience regarding the audit to be executed. Ability to adapt modify and execute suitable audit techniques processes tools and procedures to fulfil the requirement/needs of the audit scope. Well-developed analytical and problem solving skills to approach and execute assigned audit tasks. The ability to work under light touch supervision when dealing with complex and unusual assignments. The ability through audit recommendations and engagements provide consultative advice to close identified gaps in control systems. A good understanding of the business internal controls in order to provide key insights and influence internal control outcomes relevant to the business at location/operational level. , * What Youll Bring The Individual will work with the sales, product teams on new product launches which target new/existing customers while ensuring the best possible service to the customer base. He/she will also be responsible for creation of new solutions for identified needs around solving acquisition, onboarding, post acquisition processes. He/she will also be required ensure the continuous improvement of existing solutions. As part of the organisation, the individual will be required to work with other Centre of Excellence teams to enable the adoption of best practices while advancing the common company goals. Here Is Some Of What You Will Need (required) Around 4-6 years (for E03/E04) around 10 -13 years (for E06/E07) of progressive experience in customer service. Experience in banking/Insurance industry would be preferred. Ability to identify key data sources and utilize data-driven insights to improve business decisions. Exceptional analytical, quantitative, project/process management, problem-solving, interpersonal, and leadership skills. Proficiency in analysing qualitative data and paying strong attention to details. Ability to communicate well with all levels of management / diverse set of stakeholders / colleagues in a multicultural, multinational environment. Ability to prioritize and balance the needs of multiple stakeholders. Being creative and provide innovative solutions to business problems, not be limited by existing methods and procedures. Strong initiative and ability to work collaboratively (in a team environment) as well as independently. Open and flexible to any shift in line with the business needs and stakeholder requirements.

Keyskills :
documentationautomationadobe creative suitenew product developmentdata miningproduct launchcontrol chartsfinancial dataproblem solvingservice deliveryinternal controlqualitative datacustomer journeys