Job Description

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Job Title - Unit Head - BPR

Place of work -Mumbai

Business Unit - Operations

Function - Customer Service

Job Purpose: The role entails reengineering process and developing an engaging digital customer journey to provide best in-class experience. The rooe bearer is responsible for developing a process management/improvement framework including governance and methodology. The role bearer will closely collaborate with internal stakeholders to rethink and redesign the way work is done to better support achieving the larger objectives of the bank and achieve dramatic improvements in critical and contemporary measures of performance such as cost, quality, services and speed.

Roles & Responsibilities:

• Own processes across units, product & delivery functions
• - Define processes which meet all internal and external audit guidelines
• - Define processes, which adhere to regulations issued by authorities like RBI, IRDA, SEBI, etc.
• - Manage all process resources; those responsible for BAU and for supporting innovation, strategic & transformation initiatives
• - Create & manage end-to-end processes which support the CX strategy, business objectives and are in line with the bank's operations risk framework
• - Improve key processes to reflect changing strategy, business objectives, risk environment
• - Conduct process audits to check process consistency and adherence
• - Implement a knowledge management & process helpdesk platform to host processes for easy access for end users
• - Leverage the use of modern technology to enhance data dissemination and decision-making processes
• - Spearhead initiatives and ideas to reduce costs and improve productivity through newer, more efficient processes
• - Identify gaps in process implementation and recommend solutions to ensure a seamless customer experience
• - Liaise with stakeholders (business, operations, digital, risk, legal, compliance, IT, etc.) for buy-in on processes and to ensure processes aligned to inputs from customers
• - Manage the review of issues identified by Service Quality and direct the development of corrective actions in coordination with business lines and process owners (jointly with Service Quality) to modify/improve processes, policies and procedures

Managerial & Leadership Responsibilities:

'- Champion IDFC First's customer first culture by driving the team to take up high degree servicing norms to ensure absolute customer delight

- Attract and retain best-in-class talent for key roles in their reporting structure

- Monitor key parameters on employee productivity, hiring quality and attrition rates and make necessary improvements

Educational Qualifications:

Graduate - Any

Post Graduate - MBA

Experience: 10+ years of experience in BPR/Transformation roles