Senior Officer GLS

Location: Chennai, Tamil Nadu, India

Work Arrangement: On-site

Employment Type: Full-time

About the Role

One of our banking clients is looking for a Senior Officer GLS to handle and process transactions within Global Lending Services, support process and risk management, maintain operational discipline, and contribute to transaction processing, controls, reporting and operational excellence.

Process and Risk Management

- Handle and process transactions as outlined in Global Lending DOI, country-specific DOI addendum, Delegation of Authority provided to individual staff and Delegation of Authority for business partners.

- Bring any non-documented or irregular process to the attention of GLS staff at the Senior Manager level or above.

- Support resolution of audit issues and CST exceptions within agreed timelines.

- Ensure nil CST exceptions are identified for transactions processed.

- Identify and escalate processes that are not in line with DOI.

- Adhere to the GLS escalation matrix and maintain operational discipline in adhering to policies and procedures.

- Ensure there are no repeat audit findings.

- Submit MIS data requests and CST sample data within timelines and respond to Responsible Person (RP) team within 2 working days from receipt of queries/clarifications.

- Ensure timely and accurate updating of leaves taken, including sick and compensatory offs, in People Soft.

- Ensure adherence to 6S discipline.

- Get cross-trained and operate as a fungible resource.

- Participate in testing and requirement discussions for initiatives under the Lending Transformation program.

- Ensure nil risk issues and events.

- Get trained and handle financial control processes along with BAU.

Measurement Targets

- External errors to be in line with Country SLA – 99.75%.

- Internal errors should not exceed 10 per quarter.

- Nil operational loss, near miss and potential loss events.

- Adherence to Clean Desk Policy at all times.

- Complete assigned E-Sentinel checks on a daily basis or record exceptions with appropriate comments.

- Investigate, resolve and reply to CORE exception reports within 3 days from receipt of reports by the unit.

Partners and Clients

- Deliver and sustain Loan Drawdown / Increased Roll Over turnaround time for client authentication checks at 90 minutes and track referrals/rejects for markets handled.

- Ensure queries and emails are responded to within the specified timeframe.

- Support data quality assurance in transaction processing systems such as ACBS or EBBS.

Measurement Targets

- Respond to BAU emails within 1 hour of receipt.

- Respond to queries within 3 hours of receipt.

- Send holding responses where delays are anticipated due to investigation requirements.





Commerciality

- Ensure all activities supported and handled are updated in the PS tool under specific categories.

- Where transaction processing continues to be captured as Ad-hoc volume in the PS tool for more than 2 weeks, escalate to the Head of Global Lending Services in the GBS location to ensure a new activity line is created in the PS tool and recharged to the respective country.

Footprint Optimisation

- Support cross-training to handle BCP volumes across Chennai and Bangalore.

- During volume surges in Bangalore, Chennai or Tianjin, shoulder responsibility with other locations and handle transactions without client or financial impact.

- Ensure user IDs across systems are not left in dormant status when a BCP situation does not arise.

- Log into systems at least once a week to ensure access levels are checked and system access remains live.

Technology

- Ensure all system-related issues have a problem ticket attached.

- Ensure all open technology issues are followed up.

Data / MI and Reporting

- Ensure timely updating of transactions processed in the PS tool for accurate productivity capture and capacity management.

- Maintain a minimum output index of 100% and efficiency of 90%.

Operational Excellence

- Assist the unit in achieving a seat utilisation target of 1.25 through effective utilisation of seats and adherence to shift timings.

- Handle transactions of multiple markets in alignment with the Hyper Specialization model and cross-utilisation plans.

- Contribute towards building efficiencies by eliminating manual workarounds and increasing automation.

- Manage time efficiently and suggest ideas for process improvement through Ideation.

Measuring Targets

- Hyper Specialization – handle a minimum of 3 markets with one major market: HK, SG, IN, UK, UAE/DIFC.

- Provide at least 3 ideas for process improvement every 6 months.

People

- Perform active backup roles and be a team player.

- Participate in training and assessments conducted by the Training Team for GLS, with a minimum of 3 days of training in areas other than technical/domain training.

- Hand-hold new joiners and provide support to new joiners while treating them fairly.

- Complete e-learning modules as mandated by the trainer/line manager.

Culture and Communications

- Treat colleagues, bank staff and clients with respect.





- Support the unit in maintaining a disciplined work culture.

- Highlight issues relating to breaches of the organisation's Code of Conduct to the Head of Department or higher authorities through approved channels.

- Support the community by participating in or leading CSR activities and complete a minimum of 3 days of volunteering in a year.

Key Responsibilities

Strategy

- Awareness and understanding of the Group's business strategy and model appropriate to the role.

Business

- Awareness and understanding of the wider business, economic and market environment in which the Group operates.

Processes

- Responsibility for processes assigned to the role in accordance with the Operational Risk Framework.

People & Talent

- Promote and embed a culture of openness, trust and risk awareness where ethical, legal, regulatory and policy-compliant conduct is the norm.

Risk Management

- Identify, assess, monitor, control and mitigate risks.

- Understand the main risks facing the Group and the role played in managing them.

- Interpret relevant financial information, identify key issues and establish appropriate controls and measures.

Governance

- Understand and support effective governance, oversight and controls.

- Maintain awareness and understanding of the regulatory framework and requirements relevant to the role.

Regulatory & Business Conduct

- Display exemplary conduct and live by the Group's Values and Code of Conduct.

- Take personal responsibility for embedding high standards of ethics, including regulatory and business conduct.

- Ensure compliance with applicable laws, regulations, guidelines and the Group Code of Conduct.

- Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholders

- Client Managers

- RM

- ARM

Skills and Experience

- Spot Opportunities

- Communication

- Collaborate

- Deliver Sustainably

- Achieve Results

- Solve Problems

Qualifications

For Grade C

- 1 to 3 years of relevant work experience in the following areas.

- Good knowledge of Lending Products and processes.

- Good attention to detail with high levels of accuracy.

- Ability to work independently with minimal supervision and handle a variety of fast-changing situations in terms of work pressure and clients' requirements.

- Solid communication, client servicing and problem-solving skills.

- Excellent interpersonal and communication skills, with the ability to adapt these to work with both external and internal clients.

- Ability to adhere to established procedures while also thinking proactively and communicating suggested procedural changes.

- Flexibility to work in shifts and weekends.

📌 Senior Officer GLS (Chennai)
🏢 PrimeTalentBridge
📍 Chennai