RB - Affluent Business:Head - NRI Portfolio & Activation - Mumbai, India - Axis Bank

Description

RB - Affluent Business:Head - NRI Portfolio & Activation

Years1 OpeningMumbai

Role description

Job Description:
Head - NRI Portfolio & Activation

Job Title

Head - NRI Portfolio & Activation

Grade

VP/SVP 1

Department

Affluent Business

No. of Positions

1

Location

Corporate Office

Reporting Authority Job Name

SVP & Head - NRI Portfolio, COE & New Product Development

No. of Direct Reports

4

Team Size

6

Job Description

Customer Engagement and Campaigns :1. Devise Cross Sell strategy for customers via D2C and Digital Campaigns2.

NRI Homecoming - Lead discussions with important stakeholders in Marketing, BIU, Branch Banking channels and NRI Business Managers to design Homecoming calendar, Exectution road map of offers to be rolled out to customers and Open day lead generation drive for Branches3.

Personalization Campaigns - Execution of existing TD perosnalization campaign and planning for other products4. GDPR - Ownership of customer communication and consent management framework for NRI Business5.

CRM Trigger and campaigns execution - Ensure team delivers event based and automated triggers to mapped RM portfolios on CRM and other portals, end to end ownership - from Data refresh to performance trackingPortfolio Management :1.

Customer relationship management - Lead the team managing NRI customer to RM mapping process2. Annual review, design and Manpower planning for NRI RM, NDRM and UAE RM portfolios3. Ensure Mapping framework is running smooth in deepening base basis agreed mapping logics with internal stakeholders4.

Ensure team delivers all adhoc customer to RM mapping change requests on time - which may come due to customer escalations, Family banking creation between mutliple portfolios and upmigration/downmigration of customers mapped to higher/lower RM type5.

RM Master automation for Know your RM infra - Ensure regular checks are in place such as change in new RM, RM contact details or RM resignation are upto date in Know your RM D2Cs, IB/MB and OGS channel capture correct RM info all the timePortfolio Health and Voice of Customer (RM quality) :1.

Ensure timely exectuion of upmigration, downmigration or centralized closure activities2.

Own the migration and closure process end to end with BIU afrom logic and data push perspective and with Product team from process and operational exectution perspective3.

Voice of Customer :

Ensure team is contantly tracking customer survey on RM interactions, publish VOC MIS and track detractors with mapped RM and respective L1 supervisor towards closurePrograms, Propensity Data, NRI Connect portal and Campaigns based on Data analytics1.

Identification of micro segments in existing customers for new business opportunities and accordingly design innovative campaigns and execute them as planned to meet specific business objectives such as increasing overall Customer activation, product penetration, retention strategy, ETB deepening for existing customers and increased customer activity including book of Acquired Business2.

Generate Insights into existing channel usage and penetration and innovate on ways to enhance customer experience3.

Ensure timely and quality propoensity data base for Remittance, TD and Other crosshilding products such as Cards, loans, Demat etc including Acquired Business base4.

Lead the team with stakeholders in IT and BIU for insights development on NRI Connect portal used across Branch banking, AVC and UAE rep officeVAS Partnerships and Alliances1.

Lead converstation with corporates, vendors or Banks for strategic tieups in NRI Space , eg. Value added services such as Tax advisory, medical concierge etc.2. Manage existing partnership discussions with off-shore banks / FIS and closure on agreement with legal, compliance and Risk

Key Relationships (Internal or External Stakeholders)

Internal StakeholdersMarketing, BIU, IT, NRI Product, Portfolio teams in Burgundy, Priority, Burgundy pvt, Prime and BRO channel, UAE rep office, Compliance, legal and CRES (admin)

Major Competencies Required

• Excellent communication skills2. Team management, team building & motivation skills3. Should be able to collaborate with various internal and external stakeholders of the Bank4. Knowledge of PPT, excel and Word is a MUST5. This role requires traveling to the Branch/circle and regional offices including AVC centres for traning on NRI portfolio and guuding RMs on NRI connect portal usage

Academic Qualifications / Nature of Relevant Work Experience Required

(+)10 year of work experience and relevant experience in NRI business or Retail Banking is preferredStrong analytical background and experience on campaign managementCA or MBA from premium B-schoolsSkills

Refer to the Job Description