Program Manager- Affluent Servicing @ Indusind Bank

Job Description

Role Details:

• Report, monitor and continually impact improvement in the Affluent Clients Service parameters and the delivery of client Experience so that Affluent Banking becomes a benchmark in Customer Service for premium banking customers in the industry.
• Planning, executing, and overseeing key service improvement initiatives that enhance customer experience and operational efficiency.
• Cross-functional co-ordination, performance tracking, process optimization and driving change to meet service goal.
• Manage performance of the Service team to improve the quality and handling of customer service interactions across defined KPI metrics

Job Description:

• Track, report, analyze and drive Affluent service team on key performance indicators (KPIs).
• Ensure that through the year the strategic and tactical interventions on customer experience journeys and service processes lead to achieving the customer loyalty benchmarks set for the business by way of NPS scores / Mystery Shopping.
• Drive the SRM team to add quality NTBs from penetrating client family accounts and quality referrals for CASA / FD growth.
• Monitor and manage complaints / requests within defined TATs for Affluent clients.
• Drive reduction of complaints incidences and improvement in Request and Complaint TATs for Affluent clients
• Coordinating with different stakeholders / departments in the Bank, managing escalations and improving delivery processes to ensure superior client experience.
• Drive Digital adoption and migration of clients to NBD channels.
• Ensure Affluent clients KYC requirements are fulfilled by the on-ground teams and no accounts go into freeze status due to Re-KYC non-compliance.
• Own and drive the Virtual Service Manager (VSM) model. Liaison with the VSM team to deliver on the key business matrix through VSM team in partnership with leaders from VSM team

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0 - 1 Yrs 1 - 2 Yrs 2 - 3 Yrs 3 - 4 Yrs 4 - 5 Yrs 5 - 6 Yrs 6 - 7 Yrs 7 - 8 Yrs 8 - 9 Yrs 9 - 10 Yrs 10 - 11 Yrs 11 - 12 Yrs 12 - 13 Yrs 13 - 14 Yrs 14 - 15 Yrs 15 - 16 Yrs 16 - 17 Yrs 17 - 18 Yrs 18 - 19 Yrs 19 - 20 Yrs 20 - 21 Yrs 21 - 22 Yrs 22 - 23 Yrs 23 - 24 Yrs 24 - 25 Yrs 25 - 26 Yrs 26 - 27 Yrs 27 - 28 Yrs 28 - 29 Yrs 29 - 30 Yrs 30+ Yrs

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Rs 0 - 50K PM Rs 50K - 1 LPA Rs 1.0 - 1.5 LPA Rs 1.5 - 2.0 LPA Rs 2.0 - 2.5 LPA Rs 2.5 - 3.0 LPA Rs 3.0 - 3.5 LPA Rs 3.5 - 4.0 LPA Rs 4.0 - 4.5 LPA Rs 4.5 - 5.0 LPA Rs 5 - 6 LPA Rs 6 - 7 LPA Rs 7 - 8 LPA Rs 8 - 9 LPA Rs 9 - 10 LPA Rs 10 - 12 LPA Rs 12 - 14 LPA Rs 14 - 16 LPA Rs 16 - 18 LPA Rs 18 - 20 LPA Rs 20 - 22 LPA Rs 22 - 24 LPA Rs 24 - 26 LPA Rs 26 - 28 LPA Rs 28 - 30 LPA Rs 30 - 32 LPA Rs 32 - 34 LPA Rs 34 - 36 LPA Rs 36 - 38 LPA Rs 38 - 40 LPA Rs 40 - 42 LPA Rs 42 - 44 LPA Rs 44 - 46 LPA Rs 46 - 48 LPA Rs 48 - 50 LPA Rs 50 - 75 LPA Rs 75 Lakh - 1C PA Rs 1 Crore+ PA

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