Specialist- CCT-2400005216

JOB PURPOSE

• To perform service operations activities that supplements to the frontend request placed by the client
• To manage the generic mailbox of the bank and other activities like client CEMS request checker.
• To perform survey calling activity and update MIS appropriately
• To maintain records/MIS of the types of error and the issues and all complaints handled.
• Adhere to Key deliverables with focus on 
• Productivity Benchmark
• Process accuracy
• Request resolution within SLA 

KEY RESPONSIBILITIES:

People

• Identify at least 1 successor for all critical roles that one handles and all reports/MIS that one sends
• Work jointly with team and all Units towards achievement of Organizational Objectives
• Unplanned offs<3 in the year
• Complete assigned requests within TAT

Customer Experience& Productivity:

• Ensure the stake holder mails are reverted within target turnaround time
• Ensure TAT is adhered as per pre-agreed SLA on Requests/Complaints/TL Calls/Static data 

Calls/KYP/Emails handling/CEMS and Non CEMS activities/ VOC, any adhoc requirement.

• Minimum productivity of 90% to be achieved
• Process Improvements & RCA
• Flexibility

Audit Controls and Costs – Weightage 5%

• Ensure adherence to all Group policies & Procedures.
• Ensure adherence to local laws & respect the Community within which we operate.
• Ensure that all KYC and Anti-Money Laundering Policies’ are well known and followed.
• Ensure timely completion of all Mandatory E-Learning modules and LINQ CIBs are acknowledged.
• Ensure correct & timely updating of leave on the PeopleSoft portal.

Regulatory & Business Conduct