Position Responsibilities Role Purpose Responsible for managing 42+ critical financial impact processes to provide best in class processing of customer refunds, account upgrades , Cross-sell cancellation and foreclosures, digital rejects, accounts zeroisation. The role is also responsible for internal audits and ensuring feedback/trainings on repeated errors. Role Accountability 1. Build and share expertise with AMU processing team to have a clear understanding of the process, existing technologies, customer interaction points, end-user needs and ensure proper documentation; manage process change control and quality assurance processes
2. Oversee complaint RCAs, analyze Repeat /escalation and eliminate repeated errors on escalations and EWS cases by working closely with Quality and training team, identify continuing issue in system and drive for closure via Root Cause analysis
3. Build internal controls and also pinpoint areas where risks/processing delays/system issues can be minimised
4. Responsible for complex requests/complaints /escalation handling and Identifying root causes for escalations.
5. Evaluate new process changes and evolving business requirements and recommend process changes/system alternatives and /or enhancements to current process by analyzing business processes, systems and industry standards
6. Review MIS (TAT Burst, Not Submitted , Inventory etc.) and ensure timely publishing, monitor resolution percentage
7. Conduct regular Internal audit for all financial processes, ensure no leakage, error rectifications and provide training to team
8. Benchmark process policies, review SOPs on a regular basis
9. Ensure adherence to internal policies and external /regulatory guidelines in chargeback operations
10. Provide necessary documentation/data related suppot for internal and external audits
11. Work with CS training team to drive creation of CS helpline /backend team content creation in order to ensure frontline staff is able to answer the most frequently asked questions and backend team is well trained
12. Produce monthly process performance reporting for tracking and customer issues /resolution etc
13. Ensure process documentation and compliance adherence Measures of Success(Define the Outcomes expected of the role) 1. Reduction in Customer complaints / repeat complaints
2. Timely and accurate implementation of policy/systems/process changes
3. Timley creation and updation of process SOPs
4. No adverse observations in internal/external audits
5. Timely and accurate publication of MIS / business dashboards
6. Process adherence as per MOU Technical Skills / Experience / Certification (If any) 1. Good understanding of Credit card industry
2. Knowledge of CRM and Vision+ Systems
3. Knowledge of Data analytics tools and MS office tools Competencies critical for role with High Proficiency Planning and Organizing
Result Orientation
Stakeholder Management
Problem solving Key External Stakeholder(s) Bureau agencies Key Internal Stakeholder(s) All functions Must have Qualification Graduate in any discipline Over All experience in role 6 - 9 Years of post qualification experience Relevant Experience with respect to the role 3 - 5 Years years of experience in AMU Preferred Industry(If any) FSI
