Banking Customer service-Voice Process - Bank Payroll

Role Description :ob Description • A) Business Process Management Develop & implement process solutions to improve operational efficiency of VKYC desk Develop process workflow for various products & design in compliance with regulatory requirements Monitor & measure the benefits of post process implementation to ensure efficiency & improvement Recommend innovative business & technical solutions to improve operational effectiveness B) Process Compliance Ensure compliance to Audit guidelines /requirements across units by conducting sample checks. • Reinforcement of process adherence across units Carry out site checks though unit visits to ensure adherence to set processes Ensure timely & logical response to audit findings. • All actionables to be completed as per audit observations Provide relevant/accurate information to internal/external audit Review the audit checklist & improvise to ensure the channel is vigilant better prepared for any surprise future checks Audit learnings to be shared with all units C) Process & System Enhancement Continuous analysis of process data & metrics to be done to identify opportunities & gaps Identify risks & issues in business processes & systems Process needs to be redesigned basis requirement Assist with projects & other duties as assigned Facilitates real time discussions with the stake holders D) Process Training Facilitate training content on new processes added as well as refreshers Develop in-depth knowledge of the organisations requirements Assist in promoting best practices across units E) Service Level Management Monitor real time service levels across locations. • Ensure optimum utilization of available resources through functional monitoring. • Monitor all issues that impact service levels & take necessary actions to resolve or reduce impact. • Notify support teams as required Work closely with all units to improve efficiency. • Along with service levels work on improving handling times, abandoned rates & speed of answering F) Forecasting & planning Forecasts call volumes & call duration to determine staffing requirement basis current & historical data Use trends & reports to forecast requirements Completes root cause analysis to determine & quantify forecast variance & recommends changes to enhance forecast accuracy & effectiveness G) Report Anaysis & MIS Reporting Maintain & update all the process related reports as sought by senior management & other stake holders Ensure accuracy & reliability of all reports originating from the channel Runs & analyses reports with the result of making recommendations to improve channel efficiency Publish daily, weekly & monthly reports for the Channel. Skills • Awareness of Banking regulatory guidelines, especially Anti Money Laundering • Planning and Organizing Skills • Interpersonal Skills • Strong verbal & Written Communication skills Ability to draft summary • Face to face customer handling skills • Proficiency in Microsoft Office suite