Senior Executive - Remittances

Role Purpose

1. Responsible for executing end to end processing, monitoring and reconciliation for Merchant EMI, BBPS, Metro Cards & Simply Click Card processes.
2. The role is also responsible for resolving customer complaints related to the process ensuring the highest possible standard of service is provided to customers.

Role Accountability

1. Ensure that all the Service Level Agreements (SLA) are adhered to by vendor partner resources in performance of duties
2. Track and manage vendor performance
3. Work on customer complaints, drive redressal within TAT and inform stakeholders as required
4. Work with cross-functional teams like IT, Marketing & Finance etc. to identify RCA (Root Cause Analysis) of frequently aired issues and take preventive measures to avoid reoccurrences
5. Ensure curing of all reject cases with zero defects
6. Manage initiatives to implement recommendations arising from complaints investigation or to improve complaints handling
7. Prepare periodic dashboards/ MIS/ ad-hoc reports as per business requirements
8. Maintain the case management system and flag any system changes that may be required to improve service delivery
9. Suggest improvements to current processes to benefit both our internal and external customers
10. Streamline processes across functions, develop standard operating procedures and set up rhythm to follow the SOP within the team
11. Ensure adequate testing is conducted before the final migration on production platform
12. Perform process documentation and compliance adherence

Measures of Success

1. Process accuracy
2. No. of process enhancement initiatives recommended
3. No. of New Payment Options suggested for adoption
4. Adherence to operational SLAs (Digital payment , rejection curing TAT , File monitoring TAT etc.)
5. Vendor productivity levels within agreed thresholds
6. Process Adherence as per MOU

Technical Skills / Experience / Certifications

1. Prior exposure to core systems like V+/CardOne(Preferred)
2. Knowledge of payment processes and associated payment platforms (UPI, IMPS, VMT, etc.)
3. Vendor Management experience

Competencies critical to the role

1. Stakeholder Management
2. Analytical Ability
3. Detail orientation
4. Process Orientation

Qualification

Graduate in any Discipline

Preferred Industry

FSI