About this role
<p style="margin:0.0cm 0.0cm 6.0pt 15.7pt;text-align:justify;text-indent:-15.7pt;line-height:12.0pt;font-size:12.0pt;font-family:'Times New Roman', serif"><strong>Customer Service Support</strong></p> <ul style="margin-top:0.0cm;margin-bottom:6.0pt"> <li style="margin:0.0cm 0.0cm 6.0pt 0.0px;text-align:justify;line-height:12.0pt;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:4.0px">Solve Customer queries by effectively liaising and coordination with members from Planning, Operations, Business and Other teams. <span style="color:black"> requirements. </span></li> <li style="margin:0.0cm 0.0cm 2.0pt 0.0px;text-align:justify;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:4.0px">Ensure timely respond to deliverables / dispatch requests from Customers related to various banking products like Loans, Deposits, Current Account balances, outstanding trade, guarantees, outstanding FX / derivative deals etc. </li> <li style="margin:0.0cm 0.0cm 6.0pt 0.0px;text-align:justify;line-height:12.0pt;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:4.0px">Use bank’s core banking system to extract requested customer information, prepare report / balance confirmation letters / deliverables and send to customer on email. </li> <li style="margin:0.0cm 0.0cm 6.0pt 0.0px;text-align:justify;line-height:12.0pt;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:4.0px">Effectively use internal and external internet emails and follow associated control checkpoints (i.e. Maker and Checker control) when communicating with Customers.</li> <li style="margin:0.0cm 0.0cm 6.0pt 0.0px;text-align:justify;line-height:12.0pt;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:4.0px"> Attend other scheduled / non-scheduled (Adhoc) Customer requests related to their banking relationships.</li> <li style="margin:0.0cm 0.0cm 6.0pt 0.0px;text-align:justify;line-height:12.0pt;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:4.0px">Responsible for providing Corporate Business, Operations & Customer Service Support to Bank’s customers.</li> <li style="margin:0.0cm 0.0cm 6.0pt 0.0px;text-align:justify;line-height:12.0pt;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:4.0px">Maintain logs and manage turn-around-time w.r.t. each customer request. Timely escalate, whenever required.</li> <li style="margin:0.0cm 0.0cm 6.0pt 0.0px;text-align:justify;line-height:12.0pt;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:4.0px">Send various adhoc communication to customers from the Bank, as and when needed.</li> <li style="margin:0.0cm 0.0cm 6.0pt 0.0px;text-align:justify;line-height:12.0pt;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:4.0px">Ensure that defined procedures and associated controls are followed at all times.</li> <li style="margin:0.0cm 0.0cm 6.0pt 0.0px;text-align:justify;line-height:12.0pt;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:4.0px">Work in a team and in a set-up where most operational controls are manual.</li> <li style="margin:0.0cm 0.0cm 6.0pt 0.0px;text-align:justify;line-height:12.0pt;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:4.0px">Think positively and contribute towards improvement of processes and controls.</li> </ul> <p style="margin:0.0cm 0.0cm 6.0pt;text-align:justify;line-height:12.0pt;font-size:12.0pt;font-family:'Times New Roman', serif"> </p> <p style="margin:0.0cm 0.0cm 6.0pt;text-align:justify;line-height:12.0pt;font-size:12.0pt;font-family:'Times New Roman', serif"><strong>Operations Planning</strong></p> <ul style="margin-top:0.0cm;margin-bottom:6.0pt"> <li style="margin:0.0cm 0.0cm 6.0pt 0.0px;text-align:justify;line-height:12.0pt;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:4.0px"><span style="color:black">Support KAIZEN activities for continuous improvement</span></li> <li style="margin:0.0cm 0.0cm 6.0pt 0.0px;text-align:justify;line-height:12.0pt;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:4.0px"><span style="font-size:12.0pt;font-family:'Times New Roman', serif;color:black">Support Department Head/Group Head in Operations Planning related activities that may be assigned from time to time.</span></li> </ul>