Customer Experience Lead, Retail Liabilities

Customer Experience Lead, Retail Liabilities

About IDFC FIRST Bank:

IDFC FIRST Bank is on a mission to transform banking experience for Indian customers to bank in the way that’s most convenient for them—anytime and anywhere. When you combine our strengths with our commitment to building best-in-class digital capabilities, we’re positioned to serve customers in ways no one else can.

At IDFC First, our business and technology teams collaborate to drive technology that’s fueling the growth to create value for our customers and our goal is to create a premier digital organization that will lead this company into the future. Our vision can be captured in three words “Ethical, Digital and Social Good”. We believe ethical banking is at the core of everything we do. Digital is how we do it. And we believe we exist for society; our business must contribute to larger social good.

Role summary and key responsibilities:
• Our liabilities business is presently one of the fastest growing in the industry both in terms of customers and size of the book, coming on the back of superior product proposition and industry leading digital capabilities
• In next few years, we want to grow the liabilities book by at least 4-5x. In line with overall strategy of the bank, we will build and scale up truly transformational digital, analytics and organizational capabilities which will enable us to acquire high quality customer base and then build deep banking relationship with them to drive this growth
• As part of this ambition, we want to create country’s best digital-led engagement channels to service and engage our most premium customers
• The operating model for this engagement channel and portfolio management would be significantly differentiated from traditional setups both in terms of people and tech capabilities.
• Our intent is to go to market and differentiate our product in the market on the back of the experience and engagement delivered through this channel for our customers

Key skills and background:
• Collaboration ninja who is pro at building excellent relationships with customers and stakeholders
• Excellent communication and interpersonal skills, with the ability to communicate effectively with customers, colleagues, and senior management
• Challenger mindset & passion to challenge status quo to find innovative solutions to drive out of the box ideas
• Believer in entrepreneurial culture of brutal ownership, transparency, and trust
• Strong leadership and management skills, with a track record of building and managing high-performing teams
• Hustler, with understanding of consumer/ banking/ fintech products & journeys
• Strong project management skills, with the ability to manage multiple projects simultaneously

Minimum qualification:
• 7+ years of relevant work Experience in customer experience, quality management and servicing roles across banking / financial services / fintechs / consumer tech companies
• MBA from Tier I/II business school; minimum of a Bachelors Degree from Tier I/II institutes