Program Associate-Privilege Banking

Job Requirements

About the Role

Program Associate – Privilege Banking will support the NRI Business within Retail Banking by driving key Relationship Banking (RB) metrics such as customer acquisition, activation, engagement, and cross-sell. Based in Mumbai, this role focuses on enhancing the customer experience across all touchpoints, designing engagement plans for affluent customers, and coordinating with internal teams to ensure premium servicing. The role also involves campaign execution, data analysis, and collaboration with digital and operations teams to deliver a seamless and differentiated experience for program customers.

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 for affluent customers.
• Execute and manage Relationship Banking campaigns to enhance customer experience and program visibility.
• Analyze data to identify performance gaps and drive initiatives for improvement.
• Ensure a seamless customer experience across all touchpoints by coordinating with relevant stakeholders.
  
  

• Ensure premium servicing and quick resolution for all program customers (both IND and Non-IND).
• Collaborate with the Optimus team to create a premium in-app experience.
• Work with HPE, Ops, 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 SFDC for process builds and workbench changes.
• Liaise with channel teams to streamline RM-led processes.
  
  

• Graduate in any discipline (Full time)
• Post-graduation (MBA/PGDM) is preferred.
  
  

• Experience in program management, customer engagement, or relationship banking within the retail or NRI banking domain.
• Proven track record of managing cross-functional initiatives and driving customer-centric strategies.
  
  

• Strong analytical skills with the ability to interpret data and drive performance improvements.
• Excellent stakeholder management and coordination capabilities.
• Deep understanding of customer experience design and premium servicing models.
• Ability to manage multiple projects and campaigns simultaneously.
• Fluent in English with strong problem-solving skills.
• Familiarity with CRM platforms like SFDC and digital engagement tools.