AddressRole Details: As a "Green Channel Specialist", incumbent will be responsible for the planning and execution of strategic initiatives aimed at imparting a premium experience to our Private Banking customers. This role will collaborate with cross-functional teams and stakeholders to identify improvement opportunities and drive meaningful change by optimizing processes and achieving operational efficiency. This role requires strong understanding of banking operations, data analysis along with client service principles and best practices.
Overall Job Description
- Strategy development - Develop and execute a comprehensive client service strategy that aligns with the service vision for Pioneer Private Banking customers.
- Process optimisation - Analyse existing client service processes, identify inefficiencies and implement improvements to enhance operational efficiency, accuracy and productivity
- Customer experience enhancement - identify key pain points in the customer journey and work to enhance the overall experience through process improvement, technology integration and innovative solutions.
- Change management - Develop and implement change management strategy to facilitate smooth transitions during process and system changes ensuring minimal disruptions to customer service operations
- Day to day service support - Ensure all service requests and complaints are resolved within committed timelines. Manage escalations and implement a comprehensive complaint management process including root cause analysis to address client concerns effectively. Drive excellent Net Promoter Score (NPS) across touch points.
- Stakeholder collaboration - Collaborate with internal teams including IT, Operations etc. to ensure seamless experience for clients
- Data analysis - Utilise data driven insights to identify trends, make informed decisions and measure impact of transformation efforts to client satisfaction and business performance.
- Performance metrics - Track key performance indicators (KPIs) related to Private Banking customer experience and take appropriate measures to maintain service levels
- Compliance and regulation - Ensure that all changes comply with internal policies, relevant industry regulations and data protection laws.
Desired Behavioural / Functional Traits
- In depth knowledge of client service principles, best practices and industry trends along with a passion for delivering exceptional client experiences
- Excellent analytical and problem solving abilities with a data driven approach
- Excellent communication and inter-personal skills, with ability to influence and collaborate with stakeholders at all levels
- Strong organisational skills and the ability to prioritise and manage multiple initiatives simultaneously
- Experience in client services for handling foreign remittance, lending and trade products
- Familiarity with systems like Finacle, CRM
- Understanding of process automation technologies to support with straight through processing (STP)
- Knowledge of industry best practices and trends in customer service transformation and experience enhancements
- Knowledge of Private banking products and services, as well as regulatory requirements governing the industry
- Excellent knowledge of MS excel, word, outlook and power point.
