Role Purpose
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
Oral Communication: Explains or presents factual information to individuals or groups in a structured, clear, confident and concise way avoiding the use of jargon. Explains the reasoning being what is being said to ensure understanding and acceptance.
Written Communication: Produces clear and concise reports and other written material usually of a detailed and technical nature, which are understandable to those with or without a good knowledge of the subject matter.
Procedure and Policy: A good knowledge of the relevant policies, practices, processes and procedures in own areas of responsibility. Where appropriate will have a good knowledge of the key relevant legal, regulatory and statutory requirements, technical interpretation and the ability to provide advice thereon.
5 + years of experience in Banking field with at least 2-year experience in similar profile with substantial exposure to handling People / being People Manager.
CDCS Certification will be an added advantage
Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
- Undertake product trainings to stay current with product features, changes and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
- Update job knowledge by participating in self learning opportunities and maintaining personal networks
Mandatory Skills: Retail Banking (PO).