Business Advisory Specialist

Skill required:

Banking Services - Core Banking

Designation:

Business Advisory Specialist

Qualifications:

Any Graduation

Years of Experience:

7 to 11 years

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com

What would you do

The Customer Advocacy Team Lead is a key role within Client s Customer Operations organization this role will help ensure that we are effectively identifying, tracking, and communicating the customer experience and friction points to the senior management team, in order to make the process better. Develop and deliver core banking solutions for the applications that process the essential functions of banks, including account management, interest calculations, cash deposits and withdrawals processing, customer management and product management.

What are we looking for

• Banking, Financial Services
• Written and verbal communication
• Manage staffing, scheduling, coaching, and development for a team of Customer Advocacy Analysts
• Hold team members accountable for performance by defining clear goals, objectives, responsibilities, and priorities
• Develop, document, and maintain operating procedures for Client complaint management program
• Respond, resolve, and track complaints received via multiple means of communication including but not limited to consumer directs, consumer agencies, and government agencies in a timely manner and provide appropriate reports
• Utilize experience and specialized knowledge of specific functional areas and internal policies and procedures to respond to and make appropriate decisions to resolve the most complex situations referred by the team
• Monitor the day-to-day activities of functional areas to provide company insights regarding complaints received and ensure compliance to internal policy, legal and pertinent regulations
• Identify, escalate issues and propose solutions regarding potential issues with process, systems and operations inefficiencies with the goal of contributing to operational success
• Fraud Risk Management
• 3+ years experience in process in banking or the FinTech industries with a focus on customer service and incident management roles
• Excellent motivational abilities, willingness to teach and coach, and ability to learn quickly
• An analytical mindset with strong excel skills. SQL is nice to have but not required
• Ability to constantly focus on the process and to develop and implement operational changes in order to improve efficiency and limit risk
• Strong verbal and written communication skills with the ability to simplify the conclusions and reasons for each decision
• Ability to use data to effectively develop executive-level communications and presentations
• Ability to use data to drive others to action
• Strong execution capability and ability to wear multiple hats to drive work to completion
• A passion for delivering best-in-class experiences and a natural curiosity to identify gaps using quantitative and qualitative data
• Detail-oriented with great organizational skills Roles and Responsibilities:
• In this role you are required to do analysis and solving of moderately complex problems
• May create new solutions, leveraging and, where needed, adapting existing methods and procedures
• The person would require understanding of the strategic direction set by senior management as it relates to team goals
• Primary upward interaction is with direct supervisor
• May interact with peers and/or management levels at a client and/or within Accenture
• Guidance would be provided when determining methods and procedures on new assignments
• Decisions made by you will often impact the team in which they reside
• Individual would manage small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture
• Please note that this role may require you to work in rotational shifts
• Provide aggregated feedback on product and experience opportunities to the business units
• Participate in cross-functional projects designed to mitigate risk to the bank due to inefficiencies, fraud or lack of compliance