Business Analysis Manager-Debt Management

Job Purpose:

This role entails managing customer experience / customer excellence for the Debt Management team. Highlighting daily SRs and customer escalation to FPRs/ SPRs, coordinate with them for closure of escalation and provide appropriate resolution to customer to enhance his/her experience with Bank.

Roles & Responsibilities:

• Escalations & SR Management
• Coordinating within the department with relevant stakeholder from customer experience standpoint (Escalation & SR Management).
• Reviewing existing process and policies to identify GAP or scope of improvisation
• Reviewing existing system capabilities and bringing about improvement/ change for higher operational efficiency
• Coordinating with cross functional team to execute customer experience for Debt Management as per PPPTC Analysis
• Stakeholder Management: Educating internal & external stakeholders on any process/ system related changes and conducting regular refresher sessions.
• Training: Monitoring of all processes and ensuring processes are implemented and followed at the ground level
• Audit & Reviews: Conducting regular audits on existing journeys to ensure compliance and to identify deviations (if any) for bridging the gaps.
• Performance and Review decks for Escalation Management and SR Management.
• Work closely with Customer Service team and Debt Management Field team for smooth functioning and deliverables of customer experience
• Support on projects related to customer experience and automation