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Sr.Process Manager

5.00 to 6.00 Years   Mumbai City   25 Feb, 2020
HDFC Bank Ltd
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaGeneral / Operations Management
EmploymentTypeFull-time

Job Description

  • Branch Process (Streamlining process to improve acquisition of Savings account) Streamline existing process at the branches Take up projects to improve Branch/CPU processes
  • Taking feedback from channels to ensure that the processes are working to the benefit of the customer Simplify processes basis feedback received Streamline welcome kit delivery process, so that the welcome kit reaches the customer within prescribed TAT Coordination with CPU to understand and improvise the any process related issues.
  • Respond to branch queries Savings Account Opening / Customer Instructions Changes Reviewing account opening forms and changes required on a regular basis with respective to any new regulatory changes, process changes, customer experience Complaint Management Assisting the channel in resolving potential customer complaints.
  • Analyzing the complaint in order to identify the root cause and accordingly take up for process or system enhancement Respond to complaints received from regulators, customers & channels Analyze complaints, so that the complaints arising out of Top 10 areas are reduced.
  • Customer Communication Review communication sent to customers via SMS /Emails on the transactions Regulatory PAN / Form 60 Roll out of the Revised Format and Process of Form Development of Utility for Branches which captures details required to be reported to Income Tax authorities Identifying most common hold reasons of Branches, and setting up a process at Ops to rectify these errors and reduce
  • Hold Form 60 on Net banking Gyaanline Review & Monitoring Reviewing and monitoring gyaanline to have latest information and circulars and increasing its usability in branches FTNR Reduction
  • Taking up with CPU if FTNR can be reduced and accordingly coordinating to roll out CPU circulars Evaluate if the process can be simplified by coordinating with Audit and Branch and accordingly release clarification to branches Releasing timely communication to branches on FTNR Reduction Monitoring the top FTNR reasons Monitoring Activities High Cheque Return Cross-sell.
Skills
  • Banking Product & Process Knowledge
  • Excellent Communication skills
  • Knowledge of Competition & Current trends in financial / banking Industry.
  • Excellent analytical & logical skills
  • Ability to influence, negotiate and constructively challenge to achieve productive solutions
QualificationsQualification: Graduation Post-Graduation Certifications: Six Sigma (Preferred) NCFM Certification (Optional) CAIIB (Optional),

Keyskills :
six sigmaincome tax root causeaccount opening customer experiencemessaging platforms complaint managementcustomer communication

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