About
To assist in managing day-to-day operations of all direct banking channels activities, and assist in the design of new processes and features within the channels.
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Responsibilities
- Draft business requirements and change requests.
- Design new processes and features within the channels.
- Track daily transactions performed over the channels and monitor fulfillment.
- Resolve customer complaints within TAT specified.
- Action non-fulfilled requirements or monitor for fulfillment as agreed with SLA and service standards.
- Tackle technical or business teething problems/bugs during UAT or post-implementation.
- Perform channel User Acceptance Test (UAT), prepare Business Requirement Document (BRD).
- Review Functional Service Document (FSD), Technical Architecture.
- Design UAT scenarios and UAT test execution cases and plan for change requests closely with the IT department for fulfillment.
- Enhance Customer Relationship Management (CRM) solution for the Bank Call Centre.
- Supervise the team on productivity standards, quality assurance, and meet turnaround time.
- Prepare Standard Operational Procedures (SOPs).
- Prepare MIS, meet performance standards, and overall team achievements.
- Establish relationships with clients and senior management, working closely across all departments.
- Proof GL accounts and reconcile internal service provider accounts.
- Broadcast SMS and emails for the Bank and coordinate with the marketing department.
- Function within the framework of Group policies as well as overall organizational and governance frameworks.
- Authorised to take decisions as per the approved authorisation matrix.
Requirements
- Minimum Bachelor’s degree and commercial and technical qualifications.
- Graduate with 2 years’ experience within the customer service industry.
- General banking experience with sound operational understanding is mandatory.
- Understanding of Contact Centre technology, such as IVR and web, and workflow management software.
- Business experience in Call Centre, IVR, CRM, internet, and mobile banking.
- Familiar with MS Office, advanced Excel, and good in number-crunching and analysis.
- Strong analytical skills and business logic.
