Job Responsibilities:
- Manage the production workflow and ensure there are no backlogs and SLA breaches
- Review EOD checks to ensure all requests received are assigned and processed
- Recommend changes to the procedure to the Manager and LOB head on a timely basis
- All process changes/ updates to be cascaded to team and updated in procedures
- Ensure proper resiliency plan in place to during any contingencies
- Identify root cause for problem pertaining to productivity & Quality
- Communicate effectively within the team, market and business partners
Required Qualifications and Capabilities:
- Bachelor / Master’s Degree with 3 to 5 years work experience
- Prior customer service experience
- Documentation and QC Experience in banking industry preferable.
- Excellent verbal and written communication skills.
- Ability to act on his / her own to solve problems and make decisions.
- Researching on any queries/ requests sent by the Business Partners/ officers and replying to the same.
- Active participation in process improvements by working with key members to create or suggest process improvements.
- Ability to interact effectively with various levels of bank personnel.
Preferred Qualifications, Capabilities and Skills:
- Ability to work with limited supervision, receiving minimum instructions on new assignments.
- Ability to work in a team environment and flexible to work in night shift.
- Strong knowledge of MS-office applications.
- Strong knowledge on QC tools and analytics