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Business Function Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels. Job Purpose Lead the Self-Service Channel, Demand, and Customer Experience team, spearheading strategic projects to elevate customer experience and drive digitalization. This role's core objective is to enhance customer satisfaction by achieving efficiency gains through digital migration, minimizing employee effort, and optimizing self-service channel operations Key Responsibilities: • Analyze demand trends, accurately forecast potential risks, and develop proactive, effective mitigation strategies to ensure operational stability. • Drive the implementation of cost-effective digital initiatives by fostering strong collaboration with internal departments (Technology, Analytics, Operations) and external stakeholders, including Telco partners. • Generate and execute comprehensive plans for volume reduction through digital adoption and implement innovative solutions to significantly enhance overall customer experience. • Lead and deliver strategic projects focused on
Bank in India
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