Job Category: Team Member - Customer Service Projects
Job Type: Full Time
Job Location: Mumbai
Company Name: One of the Leading Bank
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Company-: Kotak Mahindra Bank
Position :- Team Member – Customer Service Projects
Location:- Mumbai
Job Description:-
Position Name: Team Member – Customer Service Projects
| Department | CIIB – Customer Service |
| Location | Mumbai |
| Number of Positions | 2 |
| Reporting Relationships | DVP- Customer Service Projects |
| Position Grade | M4 – Senior Manager |
| Job Role: |
| Gathering information from users of various departments like Service team, Product team, Process team, Ops Team, for preparation of BRD/RSD by BSG/IT/Partners/ Project team for service automation projects Simplifying/standardizing system flows/ processes like Account Opening, Account Maintenance, CMS Set up and real time troubleshooting CMS issues, Disbursements, General Banking Operations, Email/Voice helpdesk and complaints processes keeping in mind the end to end service delivery for business banking clientsCoordination with various departments/cross functional teams for sign off to execute projects as per requirementAnalysing high volume transactions and identifying opportunities for DIY/automationDesigning solutions in coordination with BSG/IT teams to reduce redundancy and eliminate duplicate activities, complexity, manual activities and curbing handoff points and improving efficiency/productivity of customer facing service employees Keeping customer and employee effort score low and improve experience by enablingDriving/meeting project deadlines in close coordination with Project teams / vendors / partnersConducting UAT’s, giving sign offs for BRD’s / FSD’s, go live post UAT, user guides / arranging user trainings, system launch and driving usage of systems launched BRD -Business Requirement Document, RSD -Requirement Specification Document, FSD – Functional Specification Document, CRM – Customer Relationship Management System |
| Job Requirements: |
| Post Graduate/MBA with 3-5 years of experienceAttention to detail – for identifying operational misses and process gapsPrior experience of assisting CRM projects, process design, BOT based projects, understanding of corporate banking requirements will be preferred. Good communication skillsWorking knowledge of Microsoft Office (Word, Excel & PPT)Inquisitive about existing processes – can find his / her way through the organization |
For Management 2000 Placements & Recruitments Pvt., Ltd.,
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Contact:+91 7878551502
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