Senior Officer, Retail Banking Operations (Bengaluru)

Key Responsibilities Product Domain Knowledge Able to perform Operations work which are straight forward and repetitive Has basic understanding of processes and products Should possess basic knowledge of KYC Documents CDD guidelines Possesses and applies basic expertise to his area of work Keeps up to date with changes to products and processes Should be aware on the process changes communicated by TL Unit Manager Process Management Able to quickly adapt to changes with regards to process projects etc To positively respond to the pace of change and able to execute given tasks and actions in order to meet business goals Deliver required output in TAT and Accuracy To ensure that all Instructions related to unit are processed within the agreed timeliness and accuracy as specified in the SLA with country Processing and decision making as per the Process Note Departmental Operating Instructions manual and group standards as applicable To ensure that errors highlighted are rectified or reported on the same day of errors identified To report escalate exceptions to the Supervisors To identify and report all exceptions on non-compliance with standard controls To identify and report all weaknesses inherent in the standard controls To report system applications issues on time To exercise complete discretion in decisions on the responsibilities vested and other tasks assigned To always perform while balancing risk with innovation Capacity Planning Possess ability to understand the work plans and organizes their own work effectively Able to identify sudden changes at processing level Raises issues when they see the task is at risk Completes work as assigned Operational risk Management Understands what the various risks are at maker level and some of the mandatory actions that need to be performed Escalates issues to senior management within parameters of role Describes the fundamentals of operations risk Awareness on KYC related fraud account take over fraud Comply with Group Country KYC CDD Guidelines and adhere to the relevant Controls and Checks Take ownership for the identification of the risks and rectify as necessary depending on the circumstances Behavioural Capabilities Precision Accuracy Performs tasks accurately and thoroughly double-checks the accuracy of the process Handle all transactions as per the laid down policies and procedures Able to understand what quality work is and should strive to contribute towards it Upholding the values of the Group and Company always Adherence to Service Level agreements ensure to have NIL Pass 2 errors NIL customer complaints breaches To report accurate data in PS Tool and to report accurate data MIS to the management Compliance with all applicable Rules Regulations of the Company and Group Policies and adherence to the Organization s Code of Conduct Incorporate own creativity and innovation into the assignments and develop the work product further Work independently on the strategic goals and attain operational implementation of the same by using own discretion and innovation Degree of care and caution to be exercised throughout the performance at work specifically on account of the nature of work Client Centric Able to create impact directly or indirectly through professional behaviour and appearance Understands that the action he she does has an impact on the customer directly or indirectly and be responsible accountable for the actions undertaken Understands basic customer service requirements and relates error free processing to customer service Responds promptly in an efficient and accurate manner as per the required TAT Communication Communication Ability to communicate clearly so that understood by the recipients Ability to understand instructions and written documentation clearly and accurately Problem Resolution Understands the situation and perform right escalations Being able to provide data for performing root cause of the problem Ability to speak up when in disagreement and opposition Ability to understand the existence of crisis and conflicts Able to work in a team with good interpersonal skills To anticipate potential challenges in the overall and day-to-day responsibilities vested and develop contingency plans in alignment with the Bank s objectives and goals Managerial Capabilities Stakeholder Management Understands and knows who the stake holders are and meets SLAs Able to provide timely and accurate response to queries request raised by Stakeholders People Management Able to cooperate and work as a team in an open and approachable style Be good team player taking team s goals in to consideration Change Management Understands the need for change and willingly accepts it Able to quickly adapts to changes with regards to process projects behaviour etc Ability to look beyond self-interest to collective interest To positively respond to the pace of change Data Analytics Able to analyse the process to understand the dimensions of the job Co-relate all the .