Process Manager-Government

Job Title

Process Manager - Government

Business Unit

Government and Institutional Business

Reporting To

Process Lead - Government & Institutional

Job Function and Role Type

Process, Individual Role

Version No

1.0

Job Purpose

Responsible for providing process support to the sales channel and retail branch banking for the Government Business segment, driving portfolio growth.

Key Responsibilities

Process Management

Prepare and review government account opening documentation for compliance and benchmarking; Resolve exceptions for high-value government relationships and recommend cases to Compliance; Streamline insta kit delivery to meet TAT and customize accounts for government customers; Coordinate with Audit, CPU, Compliance, and Legal teams to address branch queries and ensure audit compliance.

Cross-sell of Allied products

Design and implement processes to enhance business acquisition; Develop cross-sell processes for allied products through GIB channels; Collaborate with product teams to refine cross-sell strategies and gather ongoing feedback.

Process Development & Enhancement

Implement projects to improve government account opening processes; Prepare concept notes for system enhancements and design seamless processes with stakeholders; Collaborate with Audit, Compliance, and cross-functional teams for process improvements.

Complaint Management

Respond to branch, customer, and regulator queries within TAT; Analyze complaints to reduce recurring issues in top areas; Follow up with branches to ensure timely resolution of complaints.

Education:

Graduate or Postgraduate.

Certifications:

None specified.

Key Competencies

Banking product and process knowledge, project management, communication skills, intellectual curiosity, understanding of digital payments and regulations.

Major Stakeholders

Branch Banking Team, GIB Channel, Operations & IT, Audit & Compliance, HR & L&D Team.