Business: Retail Banking

Function/ Department: Retail Liabilities

Place of work: Mumbai

Roles & Responsibilities:

'- Ensuring 360-degree product/solution support to the RB - FSs on systems and processes
• Handhold RB - FSs for enriching customer profiler, understanding customer’s banking needs and offering solutions and product that match customer’s needs.
• Recommend improvements to processes and new initiatives to be undertaken across RB - FS Channel to drive operational efficiencies and RB - FS target completion
• Devising methods for RB - FSs to enhance touch points & physical meetings with portfolio customers for better engagement. NPS/S2S/Health Scorecard

Secondary Responsibilities:

'- Incumbent to ensure RB - FSs are on boarded & trained to enable customer engagement as per defined protocols
• Champion the use of Data Analytics to power up the RM - FWs with insights and grey areas to work upon for fulfilment of the objectives
• Product and Solution to include - Current Account, Cash Management Services, Door-step banking, Trade Finance, Retail Assets Products, Working Capital, SA, FD and Third-party Products
• Ensure the RB - FSs maintain the quality service standards and provide corrective resolutions to portfolio and other customers

Managerial & Leadership Responsibilities:

'- Lead the IDFC First's customer first culture by driving the peers to take up high degree servicing norms to ensure absolute customer delight
• Attract and retain best-in-class talent for key roles in their reporting structure
• Monitor key parameters on employee productivity, hiring quality and attrition rates and make necessary improvements
• Champion the use of data analytics to power up marketing propositions for liability customers

Key Success Metrics:

Successful execution of strategies at RB - FS Level