Retail Liability Oversight:
- Monitor and manage Retail liability product & process, Broker onboarding and servicing including customer complaints.
- Ensure compliance with all RBI regulations and KYC guidelines.
- Implementation and training of new Deposit module.
- Develop and implement policies and SOP .
- Provide regular reports to senior management on liability trends.
CRM Management:
- Administer and maintain the CRM software, ensuring data integrity, security, and availability.
- Develop and implement strategies to maximize the use of CRM for sales, marketing, and customer service functions.
- Train and support staff on CRM functionalities, updates, and best practices.
- Generate and analyze CRM reports to provide insights into customer behaviour, sales trends, and marketing effectiveness.
- Collaborate with IT and vendors to address any technical issues and ensure the CRM system is updated with the latest features.
Cross-Functional Collaboration:
- Work closely with sales, collections, customer service, and IT teams to align CRM with overall business objectives.
- Facilitate communication and collaboration between departments to ensure a cohesive approach to customer relationship management.
Continuous Improvement:
- Stay updated on the latest trends and best practices in CRM.
- Stay updated on latest RBI circulars on Retail liability.
- Identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness. Lead or participate in projects aimed at improving customer experience
