The position will be responsible to identify process and system improvement opportunities within the customer service domain and execute improvement actions with a view to improve service metrics. This will be done though a well-defined and structured project management architecture. The incumbent will deliver optimum solutions related to customer service with a view to deliver superior customer experience. SECTION IV: KEY RESPONSIBILITIES & KPIS OF THE ROLE Service Levels, Projects Specific Metrics e.g.

TAT/FTNR, Digitalization of services As per Goal Sheet Responsibilities KPIs Planning

1. Execution:
2. Ensure alignment with business goals and regulatory requirements while delivering measurable outcomes.
3. Collaboration:
4. Partner with business units, operations, and technology teams to ensure seamless execution and change management.
5. Complaint’s reduction
6. Cost Optimization targets
7. Improvement in Operational efficiency metrics like TAT, FTR
8. Digital Capability Enhancements
9. Improved efficiency and productivity
10. Process Excellence

Policies, Processes & Procedures

1. Customer Journey Reengineering:
2. Support the bank vision for redesigning customer journeys across channels to enhance experience and improve efficiency.
3. Use data-driven insights and proven models to identify pain points and opportunities for transformation.
4. Prepare project documentation during project delivery and post implementation
5. Prepare training manuals and conduct trainings to the end user to ensure smooth transition / implementation of the recent process
6. Technology & Automation:
7. Use relevant intelligent automation to streamline processes and personalize experiences.
8. Collaborate with IT, data science, and product teams to implement scalable digital solutions.

1. Good understanding of customer behavior & digital trends.
2. Good analytical,



problem-solving, and strategic thinking skills.
3. Excellent communication and stakeholder management.
4. Exposure to design thinking, agile methodologies, and innovation frameworks (Desired)
5. Digital Literacy:
6. Proficiency in using digital tools and platforms for project management, collaboration, and data analysis (e.g., MS Office 365, Jira, Tableau, etc.).
7. Customer Experience Management:
8. Strong grasp of CX principles, journey mapping, VOC (Voice of Customer) analysis, and service blueprinting.
9. AI Use Cases in CX:
10. Awareness of how AI can enhance customer experience through personalization, chatbots, predictive analytics, and process automation.

People Management

1. Manage project delivery timelines
2. Collaborate in a cross functional manner to arrive at optimum solutions

SECTION V: OPERATING NETWORK Key interactions which are essential to execute the role. This will include both internal (excluding sub-ordinates) and external stakeholders. Internal Technology Team, Product / Process Teams, ORM, Compliance, Legal, IAD, Program Teams, Branch Banking External Vendors, Partners SECTION VI: ROLE PROFILE REQUIREMENTS Minimum qualification which are essential to execute the role. Education

1. Bachelor’s or Master’s degree in Engineering, Computer Science, Business, or related field.
2. Desirable Certifications:
3. Certified Six Sigma Green Belt or Lean Six Sigma (for process reengineering)
4. Certified Design Thinking Practitioner (e.g., IDEO, IBM, or Stanford d.school)
5. Project Management Certifications (e.g., PMP, PRINCE2 Agile)

Experience

1. 7–10 years of experience in digital transformation, customer experience, or process reengineering roles.
2. Exposure to automation tools, and data analytics platforms (desirable).
3. Proven track record of implementing transformations in a customer-centric environment.

📌 Project Manager (Navi Mumbai)
🏢 Yes Bank
📍 Navi Mumbai