Segment Team - Affluent Products (VP Position)

Axis Bank; Mumbai, New Delhi; On-site; INR 4,000,000 - 6,500,000; Full time

Job summary

Axis Bank is seeking a Head of Affluent Product and Customer Experience for its central office in Worli, Mumbai. The role leads the development of Affluent product propositions across digital and non-digital channels, driving regulatory alignment and process improvements for a superior customer experience.

The candidate should bring 10+ years in retail banking, strong stakeholder and project management skills, and a track record of reducing onboarding times while boosting NPS.

Qualifications

• Graduate / Post-Graduate with 10+ years of Retail Banking experience.
• Experience managing multiple processes.
• Strong communication and stakeholder management.

Responsibilities

• Lead and improve Affluent product propositions across digital and non-digital channels to provide timely customer solutions.
• Drive regulatory communications and enablement with Channel to comply with business processes.
• Oversee onboarding journeys to reduce onboarding TAT and enhance CX.
• Coordinate with CLH/NRI ops/CPU/IT for smoother product processes and improved customer experience.
• Work on NPS improvements with focus on onboarding and RM experience.
• Lead transformational projects to elevate product offering and service across touchpoints.

Skills

Retail banking

Stakeholder management

Project management

Education

Graduate / Post-Graduate

Job description

About Burgundy:

Affluent Program caters to HNI segments of the Bank which is growing fast & is amongst the most profitable business within the bank with 4x growth. To meet increasing demands of this business, we are looking to hire ambitious & talented candidates.

About the Role:

Head Affluent Product and Customer Experience (Central office – Worli)

Key Responsibilities

• Lead, manage & improve Affluent product proposition across sub-products and platforms- Digital & Non digital for providing timely solutions to customers and Channel
• Drive Regulatory communications & Enablers to Channel to comply with Business processes
• Process enhancement for Premium business segment through various Projects
• Timely response to IAD, PMC/CMC, EGRC, SOX & L&D Team as one point contact of Burgundy.
• Coordinating extensively with CLH/ NRI ops / CPU/ IT for smoothing and consolidating product related processes & enhancing customer experience through reduction in TAT
• Support in customer onboarding journeys which helps reduce onboarding TAT
• New product integration with various system processes post proper testing, checks and control.
• Coordinating with multiple stakeholders like: Marketing, BIU, CPT, CPU, IT, Operation, other product team, to ensure smooth functioning of exiting processes.
• Work on customer complaints management and liase with various stakeholders to reduce complaints.
• Develop new processes and improve existing ones to reduce customer complaints.
• Work on NPS for improvement with special focus on onboarding and RM experience
• Branch visits to take feedback from frontline team and customers to improve product proposition.
• Lead and drive transformational projects to improve customer experience through improved product offering and service across touchpoints.

Qualifications:

Optimal qualification for success on the job is:

• Graduate / Post-Graduate with more than 10 year of Retail Banking experience, handing various processes

Role Proficiencies:

For successful execution of the job, the candidate should possess the following:

• Experience in developing and managing Retails savings products.
• Good communication skills, team and stakeholder management
• Language proficiency
• End-to-end Project management
• Team Leader and excellent team management skills and proven authority to influence cross functional teams.
• Good grasping capability
• Ability to manage time well and meet timelines.