Description
Job Purpose
- Ensure preparation of MIS and dashboard for Service Management teams as requested by senior management – Daily volume, Performance, Error management, Trend analysis, Incident monitoring, complaint management.
- Preparing the Adhoc reports based on the requirement from Operations team.
- Ensure daily monitoring and customer complaint monitoring
- Preparation of MIS report on a Daily / Weekly / Monthly basis for entire Operations / Segment Wise Performance.

Handled backend operations.
Key Result Areas
- Create service-oriented dash boards for monitoring volume trends and department process health.
- Assist processing teams for value added analysis on Complaint management, Root cause analysis of errors and incidents, preventing and corrective action
- Develop a mechanism to rapid-track identification of queries originating on account of processing errors, highlight the same to Department head and work closely with operations team and client services to resolve the issue and minimize loss and customer impact.




- Ensure errors/knowledge gaps resulting in queries are shared with line managers & Division Heads to curb service issues.
- Comprehensive review of the asset portfolio of products on an ongoing basis through effective MIS
- Overseeing all risk related regulatory reporting for CIBG, IBG & RBG
- Enhance KPI/MI for performance monitoring of the Risk function.
- Support team in Capacity Planning.
- Handle disputes / complaints which were lodged by CX within Risk.
- Coordinate with officials/departments across the Bank to ensure that the customer-related data being captured in the system is accurate and periodic reporting to Regulatory is error-free.
- Highlight system related issues and streamline the reporting processes/activities.
- Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize efficiency.
- Publish the daily / Monthly / Weekly MIS, Capacity plan for entire FTC

📌 Senior Manager (Bengaluru)
🏢 Mashreq Bank
📍 Bengaluru