Business: Retail Assets Function/ Department: Debt Management Place of Work: Mumbai 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. Key / Primary Responsibilities: Escalations & SR Management 2 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. Secondary Responsibilities: Work closely with Customer Service team and Debt Management Field team for smooth functioning and deliverables of customer experience 2) Support on projects related to customer experience and automation. Managerial & Leadership Responsibilities: Good team member, ability to learn and adapt things quickly. Managerial & Leadership Responsibilities: Possess a collaborative personality and open to suggestions Exemplify strong knowledge of industry best practice Strong time management and organizational skills and able to meet deadlines Should have strong moral code and sense of ethics