About this role
Provide high-quality Client Service and operational oversight across multiple regions and time zones, including U.S. off-hour coverage. Serve as a key point of contact for client escalations, ensuring timely resolution and effective coordination across internal stakeholders. Provide control and oversight of non-trade banking activities, including Account Services, Payments and Remittances, Inward and Outward Clearing, Check Collections, and Cash Letter services, while ensuring adherence to established controls, service standards, and regulatory requirements.
• Manage client inquiries and escalations through resolution, ensuring appropriate prioritization, ownership, follow-up, and communication. • Coordinate time-sensitive and high-priority payment instructions with relevant processing teams, ensuring critical deadlines and client expectations are appropriately managed. • Maintain and periodically review Standard Operating Procedures (SOPs), desktop procedures, and supporting documentation to reflect changes in processes, systems, controls, and regulatory requirements. • Support the development and maintenance of contingency and business resiliency procedures for critical activities. • Participate in contingency, disaster recovery testing with local schemes, and business resiliency testing; document results, identify gaps, and coordinate required follow-up and remediation. • Ensure that non-trade transactions viz account services, payments and remittances, check processing etc are handled efficiently and effectively. • Ensure that policies and procedures and delivery standards are met which ultimately should reflect in a satisfactory audit rating and acceptable level of customers’ satisfaction. • Coordinate with Centralized Operations Team in Head Office to ensure all incoming and outgoing Funds Transfers are executed within established time frames. • Serve as checker and owner of all account documentation. • Ensure that all account documentation is updated on timely basis. • Ensure strict compliance with the Bank’s Policies and procedures as well as all local laws and regulations. • Establish Customer Service Standards and obtain SLA from Centralized Operations in HO. • Analyze SDS MIS received from Centralized Operations in HO to ensure that SDS are in compliance with SLA. • Coordinate with Centralized Operations in HO ensuring that Complaint Resolution System and culture is set up to respond to inquiries attending/resolving complaints (whenever necessary) to maximize customer satisfaction. • Analyze Errors/ Complaints/ Inquiries MIS received from Centralized Operations, HO to determine root cause of problems and recommend controls needed to fix the gaps to maximize productivity and customer satisfaction. • Prepare and ensure implementation of staff training plans to develop their skills and competence to perform assigned tasks accurately as well as efficiently and facilitate their career growth. • Ensure that pre-advices are received via MT110 for all checks/ drafts drawn by correspondent banks on their accounts. Follow up with the customer to obtain missing details, if any. • Actively participate in all AML committee meetings providing meaningful recommendations whenever necessary regarding whether to file Suspicious Activity Reports. • Raise URF for any issues faced in the System(s). Conduct testing of new system (s) and/or enhancements in existing systems and provide test results.
• Identify procedural gaps and recommend enhancements to strengthen operational controls, efficiency, and consistency of service. • Monitor outstanding client requests, processing exceptions, and service issues, escalating matters requiring additional intervention or management attention. • To ensure implementation of the Bank’s approved policies with efficient and accurate maintenance of records for production of MIS, Regulatory and other requirements. • Use of best judgment in handling/processing of Collections, Remittances, Clearing Items and to interpret the situation and handle complex/odd cases. • Manage the flow of work volume to comply with delivery standards vs banking hours. • Take care of Business Group commitments to the customers and maintain adequate level of control simultaneously. Finding ways/solutions with customers/branches in cases of wrong payments or debits/credits.
• Ensure that non-trade transactions viz account services, payments and remittances, check processing etc are handled efficiently and effectively.
• Ensure that policies and procedures and delivery standards are met which ultimately should reflect in a satisfactory audit rating and acceptable level of customers' satisfaction.
• Coordinate with Centralized Operations Team in Head Office to ensure all incoming and outgoing Funds Transfers are executed within established time frames.
• Serve as checker and owner of all account documentation.
• Ensure that all account documentation is updated on timely basis.
• Ensure strict compliance with the Bank's Policies and procedures as well as all local laws and regulations.
• Review & update operating procedures to simplify work flows and to ensure that they are workable. (practicable), standardized, cost effective and cover bank risks adequately.
• Establish Customer Service Standards and obtain SLA from Centralized Operations in HO.
• Analyze SDS MIS received from Centralized Operations in HO to ensure that SDS are in compliance with SLA.
• Coordinate with Centralized Operations in HO ensuring that Complaint Resolution System and culture is set up to respond to inquiries attending/resolving complaints (whenever necessary) to maximize customer satisfaction.
• Analyze Errors/ Complaints/ Inquiries MIS received from Centralized Operations, HO to determine root cause of problems and recommend controls needed to fix the gaps in order to maximize productivity and customer satisfaction.
• Prepare and ensure implementation of staff training plan to develop their skills and competence in order to perform assigned tasks accurately as well as efficiently and facilitate their career growth.
• Ensure that pre-advices are received via MT110 for all checks/ drafts drawn by correspondent banks on their accounts. Follow up with the customer to obtain missing details, if any.
• Actively participate in all AML committee meetings providing meaningful recommendations whenever necessary regarding whether or not to file Suspicious Activity Reports.
• Raise URF for any issues faced in the System(s).
• Conduct testing of new system (s) and/or enhancements in existing systems and provide test results.
• Bachelor's degree with minimum 10 to 12 years' experience in general banking operations with experience of handling customer queries / complaints related to correspondent banking and cross border payments.
• Thorough knowledge of statutory and regulatory requirements in the concerned operational area.
• Wide based knowledge of other areas of banking viz. treasury operations.
• Strong inter-personal, communication, analytical, problem solving, organizational, leadership and planning skills required.
• Should have thorough knowledge of Country's Banking Laws & practices as well as other local regulations
• Fully conversant with operating systems, SWIFT, Clearing/Collection, Remittances, etc.
• Behavioral Competencies