Job Description

Role: Consumer Bank – General Management

1. Understand Fraud Risk Management, the types of controls RCU manages to mitigate fraud risk, and the various teams involved in this objective
2. Understand the external entities involved and the kinds of advisories sent to Banks to contain fraud
3. Identify gaps in processes, timeliness of inter-team functioning and recommend solutions for efficient management
4. Liaise with relevant stakeholders to understand the products being monitored
5. Collaborating with cross functional teams to drive improvements, identified as part of the root cause analysis framework
6. Drive process improvements across assigned branch operations.
7. Identify customer pain points and suggest simplification of processes, forms, and policies.
8. Identify and implement automation opportunities for manual processes.
9. Analyse delays in customer request closures and recommend changes to reduce complaints and improve TAT.
10. Lead strategic initiatives focused on complaints, NPS, and TAT to derive actionable insights.

Essential Skills & Competencies:

• Strong customer orientation.
• Analytical and problem-solving capabilities.
• Project management expertise.
• Result-driven mindset.