1. Manage the Client onboarding experience, expectations and communications, ensuring transparency throughout the entire onboarding process both internally and externally; 2. Identify and drive new digital initiatives for credit card journeys. Be the driving force for improvements;Continuously initiate & drive process enhancements
3. .The Client Onboarding Specialist is required to take complete ownership and effectively navigate the organization & leverage appropriate resources & internal stakeholders to drive it
4. Attention to detail and comfortable in dealing with completing administrative work associated
5. Effective workload management/prioritization based on business impact to optimise capacity/productivity within the Onboarding team.
7. Ensure accurate and timely tracking and improvement of end to end Turn Around Time (TAT)
8. Ensure adherence to standards/KPI s and ensure pristine control environment maintained at all times
9. Observe demands of corporate policy and Bank Regulations of internal control and standards of legislation. Ensure taking appropriate measures for elimination of possible defects and violations, identified by Cotrol Groups;
Secondary Responsibilities:
- Champion the cause of 100% digital and autonomus customer journey
- Recommend improvements to processes to drive operational efficiencies and high quality customer service
- Keep abreast with market trends and competitor strategies
- Ensure strict adherence to defined quality and regulatory standards & practices
- Drive senior management presentations on success and progress of key success metrics of digital initiatives
Managerial & Leadership Responsibilities:
Champion IDFC Firsts customer first culture by driving the team to take up high degree servicing norms to ensure absolute customer delight
Collaborate with the credit, technology, analytics, risk teams and Vendors
Key Success Metrics:
NPS, Csat, TAT, Control & Compliance score
