DBAT : Digital Banking Operations team

DBAT Digital Banking Operations Team

INTERNAL USAGE : No. of Vacancies :

Reports to :

Is a Team leader

No

Team Size : Grade :

Deputy Manager, Manager

Business : Department :

Digital Banking

Sub - Department : Location :

Mumbai

About Digital Banking and Transformation

The Digital Banking and Transformation (DBAT) team builds new end-to-end customer propositions with an ambition of delivering new age financial services directly to the customers. The DBAT team has invested in digital capabilities that include building the banks own engineering team, adapting new age engineering practices and building an API centric architecture to improve customer experience, employee experience and efficiencies.

About the Role

The Digital Operation team member is responsible for ensuring handling Retail Internet and Mobile Banking and ASAP related customers requests, complaints. Ensuring closure of cases within TAT with accurate closure of request. The role requires close coordination with IT to ensure customer satisfaction.

Key Responsibilities

Resolve customer's requests and complaints related to Internet and Mobile Banking within prescribed TAT

Ensure timely and accurate reply to the customer

Ensure 100% quality TAT on closure of the cases

Work closely with IT to ensure better customer experience

Identify recurring customer issues and ensure fixing of the same

Analysis the process gaps and propose process changes accordingly

Qualifications

Optimal qualification for success on the job is :

Graduation / Post-Graduation from a recognized institute

Relevant work experience in back office / Operations

Role Proficiencies :

For successful execution of the job, the candidate should possess :

Knowledge of customer servicing

Proven ability to manage and prioritize multiple, diverse projects simultaneously

Good communication (both verbal and written) and presentation skill.

Skills Required

Refer to the Job Description