Radhika Mahajan

• Spearheading essential enhancements and critical change requirements for RBL Bank's Retail Internet Banking & Mobile Application
• Job entails adding value to BRDS, Competition benchmarking of journeys, Directing Designs, Query coordination for development, Project management for development, Progress Updates, Testing processes (UATs & CUGs), Signoffs, Going Live and Feedback / inputs post going live
• Orchestrating seamless collaboration among diverse stakeholders to drive impactful changes
• Crafting insightful reports for stakeholder meetings and Monthly Business Reviews (MBRs)
• Leading Daily Scrum Meetings (DSM) to maintain real-time updates on all Change Requests pertaining to Digital Channels & maintaining tracker for the entire team's projects to ensure meticulous insight.

Sharing a sample Project Lifecycle for a deeper insight on my current role:

Revamped Customer Feedback Form for Retail Internet Banking Website

1. Led the comprehensive enhancement of the Customer Feedback Form for the Retail Internet Banking platform, driving a seamless process from ideation to deployment

2. Conducted an in-depth benchmarking study against leading competitors in the banking sector to evaluate industry best practices

3. Collaborated closely with the UI/UX team to develop an intuitive and user-friendly form design

4. Led the architecture for the efficient storage of customer feedback data in the appropriate database

5. Worked closely with the development team to translate business requirements into technical specifications

6. Ensured all feedback and system errors were resolved during the UAT phase and ensure that the item was delivered successfully in production environment

Other Key Projects:

• Resolved an issue with Mobile Banking Transaction Limits: Fixed issues with default transaction limits, improving user experience.
• Automated IFSC Code Updates: Contributed to automating the process of syncing new IFSC codes received from RBI (Finacle to RIB Database)
• Optimized Backend Operations: Reduced backend updates by 50% by enhancing validations on the RIB Admin tool, addressing issues with blank values and special characters in account holder names.
• Digital Nomination Facility: Introduced a digital nomination feature for joint account holders on the Retail Internet Banking platform with specific operational modes.
• Login Issue Resolution: Analyzed and addressed login issues caused by special characters in User IDs, implementing a one-time cleaning process.
• Enhanced NR Segment Functionality: Improved features for the NR segment, including account descriptions, deposit currency, and document upload facilities.
• Revamped Deposit Summary Logic: Redefined the logic for displaying deposit summaries on both Mobile Banking (MoBank) and Retail Internet Banking (RIB) platforms.

• Under Social Media, managed the entire communication for the bank for customer related queries and complaints
• Managed the Mumbai Contact Centre for the bank, leading a team of 15+ members
• Responsibilities included - SLA management, escalation management, increasing customer satisfaction and liaising with various stakeholders for prioritized action on deliverables
• Enhanced Communication shared with clients across businesses to maintain uniformity in communication standards

• Consumer Response Management over emails and Social platforms for Star TV Network
• Handled various other clients such as Sarva (Fitness Brand), Disney India, SamsClub (USA)
• Team and Queue Management- 10 members
• Daily, weekly and monthly reports
• Managed escalations and quality

• Managed all the social accounts including Facebook, Twitter, Instagram, LinkedIn
• Designed and conceptualized each post
• Created Ad Campaigns using Facebook Business Manager