01Overview
Basic planning of work tasks to be executed, client engagement session and internal tracking of cases Support relationship manager in client coordination and internal process management for defined set of exceptions to be tracked & closed within time frames Liaison with various internal teams such that exceptions are knocked off Engage with clients for solicitation and follow up of required information Be the Spoc for RM to resolve any GBO issues of client, by highlighting the case for resolution with internal teams Record keeping of scope of work in stated formats to address any audit, ISO queries Focus on providing a quick, high- quality response in set timeframe To co-ordinate with clients for documentation facilitation and completeness for opening of new accounts, maintenance requests and Re KYC of existing accounts. Engage with CSD/ NOC for fulfillment of the Account opening, maintenance requests and liase with clients for document discrepancy resolution Liase with RM for document validation (OSV, SIMP, DIMP etc) as the KYC / documentation sign off is to be done solely by RM Coordinate with other CCM units/ operations teams for smooth processing of day-to-day client transactions.
To supervise vendor resources for process adherence, completing the assigned tasks on time, quality checks and overall vendor unit hygiene
To ensure compliance to all audit and quality parameters via controls and checkpoints. Process stabilization through dashboards, robust process frameworks and adherence. Vendor resource utilization, managing stakeholders, client expectations A/c Opening & ReKYC FTR and Same Day resolutions, adherence to TAT
Issue Resolution and seamless adoption of additional processes and smooth transitions across products.
Client engagement readiness and response channels
No of escalations /complaints & TAT for resolving /account opening/account maintenance queries and complaints for respective teams. .
