Role & responsibilities To manage complex banking operations cases, perform advanced validation, support quality ownership, handle exceptions, prepare operational inputs and contribute to transition stabilization across servicing, fulfilment, asset finance, product support, nCINO and QA workstreams.

Key Responsibilities

- Own complex or high-risk cases requiring deeper product, document, mandate, system and customer instruction analysis.
- Perform advanced validation for lending, asset finance, servicing, fulfilment, card, product support and regulatory QA cases as per assigned LOB.
- Review exception cases such as mismatches, missing approvals, aged cases, rejected cases, potential fraud indicators, payment / account update issues and documentation gaps.
- Provide floor support to E0.1 and E0.2 team members on SOP interpretation, case categorization, quality feedback and escalation
- Prepare daily / weekly inputs for volume, SLA, ageing, quality defects, backlog, productivity and risk action plans.
- Participate in process improvement, root cause analysis, defect reduction initiatives and knowledge base updates.
- Support KT transition activities including SOP review, process walkthroughs, shadowing, reverse shadowing, certification support and hypercare issue logs.
- Coordinate with Team Leader, QA, training and onshore / client contacts through approved escalation routes for process clarifications.
- Ensure outputs are audit-ready, evidence-backed and aligned to customer outcome expectations.

Education, Experience and Certifications
- Graduate in any stream; Commerce, Finance, Banking, Accounting or Business Administration preferred.
- 3-4 years of banking operations experience in servicing, lending,



asset finance, cards, chargeback, fulfilment, quality assurance or back-office validation.
- Banking certifications such as CIB / JAIIB / CAIIB or equivalent domain training preferred.
- Demonstrated ability to manage complex cases, mentor peers and contribute to quality / MI routines.

Domain Knowledge and Process Exposure
- Strong understanding of banking operations journey from request intake to verification, processing, fulfilment, reporting and governance.
- Knowledge of retail and corporate / commercial banking products, including business accounts, cards, lending, asset finance, payments and servicing amendments.
- Ability to interpret SOPs, process maps, control requirements, customer instructions and evidence standards.
- Working awareness of GDPR / data privacy, AML / fraud escalation principles, mandate controls, audit trail and regulatory adherence.

Technical / System Skills
- Intermediate MS Excel skills for trackers, pivots, filters, data validation, aging analysis and operational MI inputs.
- Proficiency in workflow, mailbox, document repository and client application navigation after process training.
- Ability to create explicit case notes, process updates, defect logs and RCA inputs.
- Comfortable using dashboards, SOP repositories, SharePoint / Teams and standard reporting templates.





Core Competencies

Knowledge

Skills

Attributes

Deep process knowledge; control awareness; product and servicing expertise; risk and quality orientation

Analytical problem solving; RCA support; MI preparation; mentoring; stakeholder communication; process documentation

Ownership; judgement; resilience; adaptability; proactivity; continuous improvement mindset

Key Performance Indicators

- Accuracy and quality score for complex cases.
- SLA adherence, backlog control and exception closure timeliness.
- Defect reduction contribution and RCA action closure support.
- Effectiveness of peer support, training inputs and knowledge base updates.
- Quality of MI inputs, escalation notes and audit evidence.

Risk, Controls and Compliance Expectations
- Validate high-risk cases thoroughly and ensure appropriate maker-checker / approval evidence before closure.
- Identify and escalate operational risk, process gaps, data privacy concerns, fraud indicators and aged backlog risk.
- Support quality governance by ensuring defect logs, case notes and evidence are complete and reviewable.
- Adhere to client / HCL information security, regulatory and conduct requirements.

Hiring Assessment Focus
- Advanced banking operations case study with exception handling and RCA component.
- Excel / MI exercise using sample volume, SLA and defect data.
- Process walkthrough interview assessing product depth and control mindset.
- Scenario-based discussion on mentoring, escalation and customer outcome judgement.
- Review of relevant domain exposure across servicing, cards, lending, fulfilment, asset finance or QA.

📌 Walk-in || Banking Operation (Chennai)
🏢 HCLTech
📍 Chennai