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Job Description
Job Description
Job Purpose
An ideal candidate willsupport the Dormant account management, performance improvement, data quality and implementation of change, within the policy and strategy framework for Dormant process and Personal Banking Group Account Services. Review & analysis continued development and implementation of Onshore/Offshore for Dormant accounts and BAU. Assist to improve the efficiency, quality of services aligning with department strategies for Dormant account management and BAU. Provide Back-office support for all activities related to dormant account management.
Key Accountabilities
Policies, Systems, Processes & Procedures
- Follow all relevant departmental policies, processes, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner for Dormant account process
- Reviewing the breaks (mismatches) and exceptions identified by Intelli match for Dormant accounts high lighting those to the relevant teams as appropriate and following up for resolution
- Reviewing the daily report from Power BI & marking dormancy related status for HNI customers and sharing the report with HNI RMs for dormancy related communication to customers (only applicable for AMO)
- Adherence to the monthly BAU AOV process of submission and attestation of the on and off-Balance Sheet accounts based on the details provided by the Recon team for dormant accounts.
- Advise the AMO team for Manual processing of Exceptions arising from T24 service run for automations
- Advise the AMO team Raising the BPM request for requirement of setting up for Contingent Accounts for new currency (apart from existing currencies) for dormant accounts
- Management of Exceptions from dormancy related notification by BOT to customers
- Sample checks to validate the BRF accuracy that is generated by the engine.
- Advise the AMO team for Marking and removal of Court Case Flags in accounts when request is received.
- Demonstrate compliance to organization’s values and ethics at all times to support the establishment of a value drive culture within the bank.
- Recommend process improvements for increased efficiency and cost effectiveness for dormant process
- Stay current with the revised and updated policy and procedures on products and Norms an illustrate the prior to the team
Continuous Improvement
- Contribute to the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction
Reporting
- Assist in the preparation of timely and accurate statements and reports to meet department requirements, policies and quality standards
Job Context
Service
- Assist in the design of quality assurance processes, procedural audits, and assessment in line with overall strategy
- Analyze tasks, workflows, and management activities, and prepares policies and procedure manuals for all AMO
- Determine the root cause of operational/service defects.
- Manage the generation of reports using data provided externally and internally and develop supporting processes in line with other internal processes
- Log all complaints and errors occurred& report the same to management and concerned Encoders to minimize and Avoid recurrence, cumulative values on the frequency of particular errors are Extracted on monthly basis to track the improvisation in contrast to the pervious terms
- Uses data collected from inspections and testing procedures to determine the cause of service/operational quality issues
- Participate in employee quality improvement teams to reduce defects and make recommendations to improve the processes based on findings from analysis.
- Document results of new procedures after implementation to show quality improvements.
- Ensure that procedures are understood, implemented, and evaluated periodically for continual improvement
- Assist in conducting internal quality assurance evaluations on AMO processes, people, facilities, and systems. Records and reports results to management.
- Assist in the development and documentation of quality related training programs
- Review and quality check automated reports, identify any risks and issues and raise appropriately
- Conduct trend analysis on performance to proactively identify problems and areas for improvements to both behavior and service, and ensure they are driven through to completion
- Maintain audit plans, audit reports & assist in co-ordination with respective team for closure of non-conformities
- Assist in conducting quality assurance inspections
- Maintain & track process improvement objectives
- Prepare reports by collecting, and summarizing data making recommendations, including QA reports
- Responsible in management, for all related UATs
- Complete any additional tasks assigned by management related to account services
Risk
- Ensure escalation of any identified risk and suggest and implement mitigating actions and controls to safeguard the Bank.
- Ensure timely and effective communication is maintained with internal customers taking utmost care in protecting the reputation of the bank.
- Identify risk and nature of issues and inquiries arising repeatedly. Ensure to escalate these identified risks to the Supervisor / Line Manager / Department Head within the Unit and be a part of the team designing the mitigating factors
People
- Maintain professionalism and effective communication with colleagues within the Unit and all other Departments
- Adhere to your individual duties and responsibilities and support the team to deliver service excellence
Business Efficiency
- Manage the work flows efficiently with the resources available without compromising on the risk and services. Provide improvement suggestions to enhance the quality and efficiency in our work resulting in best customer service
- Maintain highly efficient turnaround time
Qualifications
- Bachelor’s degree Preferable in Commerce, Banking, Finance or Economic
- 3 years relevant experience in the Banking sector with at least 2 years in similar positions of progressively increasing managerial responsibilities in the Unit function
