Lead-Privilege Program-Proposition

Job Requirements About the Role

Lead – Privilege Program (Proposition) will be responsible for driving engagement, activation, and premium servicing for affluent customers within the Retail Liabilities function of Retail Banking. Based in Mumbai, the role focuses on improving key Relationship Banking KPIs by designing and operationalizing customer engagement plans, ensuring seamless experiences across touchpoints, and collaborating with internal teams to deliver premium servicing and program branding. The incumbent will play a pivotal role in enhancing customer satisfaction and loyalty through data-driven initiatives and strategic coordination.

Key Responsibilities

Primary Responsibilities

• Drive improvement in Relationship Banking KPIs including customer acquisition, activation, engagement, cross-sell, and group formation.
• Design and operationalize engagement plans tailored for affluent customers.
• Analyze customer data and performance metrics to identify opportunities for improvement and implement targeted initiatives.
• Ensure a seamless customer experience across all touchpoints by coordinating with relevant internal stakeholders.

Secondary Responsibilities

• Drive premium servicing and ensure quick resolution for all program customers (both Indian and Non-Indian).
• Collaborate with the Optimus team to create a premium in-app experience.
• Work with HPE, Operations, and IT teams to ensure consistent program branding across all communications and platforms.
• Set up on-ground processes for customer onboarding and benefit delivery.
• Coordinate with channel teams to streamline RM-led processes and enhance customer engagement.

What We Are Looking For

Education

• Graduate in any discipline (Full time)
• Postgraduate degree in Business Administration, Marketing, or related field (preferred)

Experience

• 12+ years of Proven experience in customer engagement, product proposition, or relationship banking.
• Experience in managing affluent customer segments and premium programs is desirable.

Skills and Attributes

• Strong customer-centric mindset with a focus on delivering exceptional service.
• Ability to analyze data and translate insights into actionable strategies.
• Excellent coordination and stakeholder management skills.
• Strategic thinking with the ability to drive cross-functional initiatives.
• Fluent in English with problem-solving abilities.
• Ability to manage multiple priorities and deliver results in a dynamic environment.