Designation: Senior Manager

Location: India Maharashtra BSLAMC, Gcorp Tech Park Thane

Organization: Financial Services

Job Description:

Job Purpose

The role is responsible for working closely with the AVP Digital to:

A. Manage all queries of L1 with the help of L1 engineers
B. Timely closure of all digital asset queries from L1 & L2
C. Help for creating & publishing dashboards on system and usage patterns as per defined timelines for L1 queries
D. Help for creating Adoption data for all digital tools.
E. Person should be well versed with MS Excel including functionalities like Pivot, Vlookup, Macros etc

Job Context & Major Challenges

Job Context/Job Challenges:
Key Challenges for the role –
Managing L1 team for timely closure of tickets
Liaise with Central MIS team to get usage report of various digital tools

Key Result Areas

KRA (Accountabilities) (Max 1325 Characters)

Supporting Actions (Max 1325 Characters)

KRA1

L1 Support
Ensure ticket to be raised for each & every issue




Proper allocation of L1 engineers for HDFC & Non HDFC channels
Ensure all calls to be answered by L1 (Helpdesk Team)
Timely closure of all tickets with the help of L1 & L2

KRA2

Create dashboards and MIS reports
Ensure that accurate dashboards are prepared to track the usage of processes by coordinating with various stakeholders
To assist in creating other MIS reports within the given timelines
Provide report to end user for adoption rate of digital tools

KRA3

Monitor usage and continuously help on achieving usage goals
Engage with end users proactively basis analytics of usage & take corrective action including escalation matrix to channel leadership.
Assist in preparing presentations for the Steercom on the progress and set up meetings for interventions/support that may be required from them from time to time.

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