UAE - Senior Analyst - CCT-(1900002862)
ASEAN & South Asia-India-Chennai
oTo perform service operations activities that supplements to the frontend request placed by the client
oTo manage the generic mailbox of the bank and other activities like client CEMS request checker.
oTo perform survey calling activity and update MIS appropriately
oTo maintain records / MIS of the types of error and the issues and all complaints handled.
oAdhere to Key deliverables with focus on
oRequest resolution within SLA
Identify at least 1 successor for all critical roles that one handles and all reports / MIS that one sends
Environment / sustainability"
Work jointly with team and all Units towards achievement of Organizational Objectives
Complete assigned requests within TAT
Customer Experience& Productivity :
Ensure the stake holder mails are reverted within target turnaround time
Ensure TAT is adhered as per pre-agreed SLA on Requests / Complaints / TL Calls / Static data calls / KYP / Emails handling / CEMS and Non CEMS activities / VOC, any adhoc requirement.
Minimum productivity of 90% to be achieved
Process Improvements & RCA
Audit Controls and Costs Weightage 5%
Ensure adherence to all Group policies &
Ensure adherence to local laws & respect the
Community within which we operate.
Ensure that all KYC and Anti-Money Laundering
Policies’ are well known and followed.
Ensure timely completion of all Mandatory E-Learning modules and LINQ CIBs are acknowledged.
Ensure correct & timely updation of leave on the PeopleSoft portal.