To Solve Issues relating to Customer Service and Operational Issues
To meet and surpass agreed SLA measures.
Accurate check and release of recent loan draw down, rollover of loans and other loan maintenance activities
Accurate check and release of fee transactions
Accurate checking of diary system so that all actions are correctly done on due date.
Ensure timely reply/holding replies to Queries/Emails raised by business units across the group
Accurate checking and timely submission of Group/Regulatory returns (if any)
Ensure that entries to Customer Accounts and General Ledger Accounts are prepared, checked and posted correctly.
Ensure that all first pass errors are captured without bias and submitted to the Unit Manager for KPI, 2 working days after the month end.
Ensure all complaints/second pass errors on their team/themselves are logged in and submitted to the Unit Manager for KPI, 2 working days after the month end.
Ensure that Productivity/Accuracy/timeliness MIS is updated periodically
Ensure staff performance is monitored on a continuous basis and feedback provided at regular intervals
Actively participate and encourage participation of team members in out serve/ideal projects and initiatives.
Ensure proper training is given to team members whenever required.
People & Talent
Promote and embed a culture of openness, trust and risk awareness, where ethical, legal, regulatory and policy compliant conduct is the norm.
Ensure identified back up staff is trained
Risk Management
Support KCSA RP by providing necessary samples/ clarifications.
To escalate unit’s OR issues and losses to Manager
Adhering to laid down Operating Procedures and Group Risk Policies at all times
Ensure that all Key exception reports are being checked and items resolved.
Governance
Ensure timely escalation to Senior Management of any exception noticed related to work and environment.
To always strive to have a positive VOC
Regulatory & Business Conduct
D
📌 Team Leader (Bengaluru)
🏢 Standard Chartered India
📍 Bengaluru
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