IDFC First Bank is an Indian private sector bank formed by the merger of the banking arm of Infrastructure Development Finance Company and Capital First, an Indian non-bank financial institution.
Relationship Manager-Corporate Coverage
Description
Role/Job Title: Relationship Manager – Corporate Coverage
Function/ Department: Wholesale Banking
Job Purpose:
The job purpose is to spearhead business generation within stringent and dynamic regulations and bank’s risk appetite to expand the volume of trade.
Roles & Responsibilities:
- Ensure seamless customer on boarding by ensuring best in-class customer servicing standards and processes and develop deep relationships to become the client’s banking partner of choice.
- This role further entails the responsibility of understanding client needs, business and sector characteristics.
- Understand customer requirements and structure solutions to achieve customer satisfaction while remaining aligned with the bank’s policies.
- The role bearer is accountable for customer acquisition, due diligence and recovery.
- Ideate to create diversified revenue sources for wholesale banking and facilitate campaigns to increase customer penetration and acquire high quality clients.
- Study financial reports of clients to identify early warning signs and flag potential pitfalls to prevent losses to the bank.
- Gather and leverage market intelligence to incorporate best practices.
- Develop and maintain constructive relationships with key internal and external stakeholders to help achieve business critical goals.
- Collaborate with internal stakeholders (Treasury, Risk, Compliance, Legal) to achieve the desired business objectives whilst ensuring maximum efficiency in internal processes.
- Create and deploy strong mechanisms that can constantly measure and monitor the customer satisfaction and envision changes to existing processes to improve specifications and performance.
- Ensure high quality customer service and review customer complaints in order to maintain customer satisfaction and increase the treasury business.
Educational Qualification:
Graduation: Any graduate
Post Graduation: Any post-graduate
Experience: 5-10 years of experience in relationship management
Product Manager-Debit Cards
Description
Role/Job Title: Product Manager – Debit cards
Function/ Department: Retail Liabilities
Roles & Responsibilities:
- Gain a deep understanding of customer experience, identify and fill product gaps and generate new ideas that grow market share, improve customer experience and drive growth
- Create product vision both internally and with key external partners
- Develop product pricing and positioning strategies
- Understanding of tokanisation, card security and contactless
- Translate product strategy into detailed requirements and prototypes
- Scope and prioritize activities based on business and customer impact
- Work closely with technology and Operation teams to deliver with quick time-to-market and optimal resources
- Drive product launches in collaboration with the Internal stakeholders.
- Drive Card activation and Portfolio management
- Manage and liaise with the partner / stakeholders (internal & External)
- Work & manage compliance requirements
- Align closely with Customer Service & Onboarding to build and maintain a strong customer experience
Education Qualification:
Graduation: Any
Experience:
5 to 10 years of relevant experience in sales
Manager-Customer Experience-Projects
Description
Role / Job Title: Manager-Customer Experience- Projects
Function/Department: Rural Banking
Job Purpose:
- Responsible for developing a continuous Customer Excellence process management/improvement framework including governance and methodology in the allocated branches.
- Support digital transformation and other transformation initiatives to enhance quality of customer experience in the allocated branches.
- Drive Customer Service standards for all customer journeys within Rural Banking across all Asset and Liabilities products
- Adherence of Customer Excellence processes which meet all internal and external audit guidelines.
- Own and drive customer experience initiatives in the branches.
Roles & Responsibilities:
- Drive and monitor customer service delivery standards for Branch Banking.
- Monitor and Review customer journeys, products across all touchpoints (Branch, Online, personal meetings, BOC) as per defined standards.
- Identify and build DIY journeys and drive automation of processes.
- Identify customer pain points and highlight the same to Product team/ central squad.
- Analyze various MIS and data to monitor customer experience with branches (NPS, TNPS, Mystery Shopping, RCU) and identify initiatives from the same.
- Drive and monitor JNPS, TNPS across branches.
- Follow up and review customer complaints (Branch Banking) across channels – Escalations, Grievances, Digital complaints for allocated branches.
- Ensure timely resolution of customer complaints/grievances/queries received through various channels. Handle complex queries and escalations to management.
- Effective engagement with seniors and team leads on new initiatives & projects related to customer service excellence.
- Travel to branches to provide training, review and monitor various Customer Service aspects in the branches.
Secondary Responsibilities:
- Coordinate with other functions to enhance customer experience for banking services availed.
- Identify loopholes in process and supervision mechanism that may lead to customer dissatisfaction and escalations.
- Gain complete knowledge of the products and service offered by the bank to resolve customer complaints in effective and complied manner.
- Understand technology/processes/systems/products.
- Proficiency in MS Excel, MS Word & MS PowerPoint.
- Excellent written and verbal English communication skills.
- Strong team player, but equally good at taking initiatives.
Managerial & Leadership Responsibilities:
- People & Stakeholder Management
- Strong Team player with the ability to get work done across teams. Ability to understand vision of Leadership team and transfer this into execution steps on ground.
- Demonstrate knowledge of customer experience and help the product team constantly improve customer journeys.
- Own and drive CX initiatives at branch level.
Education Qualification:
Graduation: Any Graduate
Post Graduation: Any Post Graduate
