Officer - Digital Support

Position Title :

Officer- Digital Support Team

Department : Digital Support Team

Level / Band : 101

Role Summary :

Role involves verifying and managing quality and compliance guidelines as per the agreed process. Looking for end-to-end solution and managing the queries from cross-functional teams.

B Organizational Relationships

Reports to : Manager

Supervises : Team / Vendor

C Job Dimensions

Geographic Area Covered :

National

Stakeholders Internal :

Audit & Compliance, NB Team, Customer Service, Business Conservation, Internal Sales, U / W, Compliance

External : Outsource Vendors

D Key Result Areas

• Quality Check
• Monitoring QC and generating new ideas for improving the scores.
• Engagement with Vendor team to improve the accuracy of the process.
• Ensure high accuracy rates in Application Transaction processing.
• Ensure Calibration activity with Vendor team.
• Weekly / Fortnightly review with the Vendor team on QC scores and document the MOM.
• Training the team to improve the above KPI.
• SOP Adherence, Audit & Compliance
• Ensure all activities of the department are as per regulatory guidelines and SOPs, with no adverse audit findings from Regulators or Auditors.
• Ensure that all Management Responses to audit observations are submitted to Control Assurance / Auditors on time.
• Ensure SOP review from time to time to reflect recent process changes / additions.
• Key Reports and Responsibilities
• Timely response to queries from Compliance / Customer Service or other departments.
• Adherence to the Job Assignment schedule at BAU.
• Deep dive to identify the issue and provide a solution to fix it.
• Plan to improve the accuracy.

E Skills Required

Technical

Behavioral

Incumbent Characteristics

Essential

Desired

Experience

Skills Required

Audit Compliance, Vendor Management, Process Improvement, Quality Check, Training