Assistant Manager - Remittance Operations, Digital Payment

1. Ensure Service Level Agreements (SLA) are adhered with regards to the processes
2. Daily processing and tracking of the files received from Banks/ aggregators 7 days in a week
3. Raising timely alerts in case of any deficiency in files while processing
4. Responsible for preperating,maintaining and reporting of Daily, weekly, fornightly & monthly MIS for the processes
5. Coordination with the aggregators for file processing & issue/complaint resolution
6. Responsible for managing inter department stakeholders (IT & Business) for processing files
7. Tracking and managing vendor performance
8. Escalation Management, working 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.
9. Maintaining daily MIS around key metrics for data analysis Complaint Management

1. Manage all the RBI,BO and VIP complaints related to the auto debit and NACH process .
2. Closure of all the complaints with in define time and with 100% accuracy.
3. Periodic Process reviews to identify the gaps & get them resolved
4. Adhering to SLA s ie Service level agreements around processes .
5. Monitor & Analyse the repeat complaints .
6. To offer improvements to current processes to benefit both our internal and external customers.

Measures of Success(Define the Outcomes expected of the role)

Productivity - Weightage 50%
- Ensuring 100% file monitoring of all online payment files within TAT
- 100% reconciliation and communication to business for file processing
- Daily confirmation to finance team for fund disbursement without any delay
- Ensure timely system updates to avoid any business/customer impact

Accuracy - Weightage 40%
- Ensuring 100% accuracy is maintained while processing the files.
- Monthly tracking & reporting vendor performance
- 100% adherence on laid down process
- 100% compliance on following the process at Agency site

Initiatives - Weightage 10%
-Ensure to take initiatives for the process improvement benefiting daily processing & customer
- Reporting of process performance with internal stakeholders Must have

Qualification

1.Analytical Ability
2. Strong Detail orientation
3. Relationship / Stakeholder Management
4. Aptitude to respond to challenging and ambiguous environment
5. Ability to synergise capabilities across functions to achieve common goals
6. Candidate is expected to bring in a consultative mindset and problem solving approach and drive analytical throughput for the team
7. Strong sense of accountability and decisiveness in a strong work ethic culture
8. Demonstrated ability to synthesize, prioritize and drive results with a high sense of urgency
9.The role will support strategy development for credit card portfolio.