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Chennai, TN
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  • Banking & Finance
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Job Details

Overall purpose of roleTo manage the functions of the unit as per specified service level agreements and to ensure optimal distribution of workload in order to achieve objectives for the unitResponsible for the coordination of work carried out by the processors/ authorisers and ensure accurate and seamless execution of assigned workflowMain Duties and ResponsibilitiesEstablish the most effective and efficient solutions to complex technical issues referred by Advisors.Co-ordinate / liaise with IT Support on faults and changes, user Ids, etcWork with the Team Manager/Operational Manager to plan and provide support and guidance with Disciplinary & Grievances, completing documentation and scribing for interviewsAccountable for ensuring operatives have timely and complete understanding of technical changes and their implications for the customer experienceAccountable for identifying, analysing and resolving/implementing processing issues to prevent re-occurrence, reducing loss to the businessWork with Team Manager and take joint responsibility for the control the workflow to ensure process efficiencies are achieved, team performance is optimised, Service Level Agreement are met by ensuring productivity and accuracy measures are in placeReturn to WorkTo provide support and cover in terms of process management to other Process Experts as required ensuring effective team working across the operationResponsible for verification and authorisation of transactions within authorization limits and non-conformant items/referrals which may be staff prompted or system generated.Accountable for ensuring staff understand and adhere to procedures and quality controls, and that checks are completed as requiredProvision of 2-way feedback to Team Manager/Operations ManagerConduct daily huddles to provide process updates and share process scoresAct as a back-up Team Manager in his/her absenceWork with the onshore and offshore teams to prioritize transactions that needs to be turned around on exceptional basis. Conduct periodical process trainings for advisors and manage training for new joinees
Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 3-6


Voice Process - Both BPO Type | Voice Process - Domestic BPO Type
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