Senior Executive – AMU

Role Accountability 1. Resolve requests/complaints/escalations as per defined SOP

• Ensure daily productivity metrics achievement with customer centric approach
• Ensure accuracy maintained as per defined metrics
• Analyze and reduce repeat complaints with the objective of achieving zero avoidable customer escalations and repeats
• Provide best possible solution to end pending customer Issues and ensure wing to wing closure
• Ensure completion of cases within define timelines and within quality standards
• Be sensitive towards complaints and the stricter timelines, should co-ordinate with cross functions to get necessary resolution, requires follow-ups and influencing decisions
• Highlight issues and process improvement to reduce complaints and escalations to enhance customer experience
• Handle escalations and identifying root causes for escalations
• Track all MIS getting published by WFM ( TAT Burst, Not Submitted , Inventory etc. )
• Act as a checker and backup for critical financial processes within the team
• Undertake special assignments as may be given by the reporting manager from time to time
• Perform process documentation and compliance adherence

Measures of Success(Define the Outcomes expected of the role) 1. Achievement of KPIs and SLAs ( Time to service /Accuracy and productivity) as per the plan

• Reduction in repeat complaints/emails
• Accurate Resolution of Customer Complaints & Escalations with no Avoidable Errors
• Process Adherence as per MOU

Technical Skills / Experience / Certification (If any) 1. Understanding of card industry and mainframe system.

• Vision plus expertise to analyze customer account, billing , payments, delinquencies, charged off, activation , amort of S2S, charges etc.

Competencies critical for role with High Proficiency Analytical ability

Problem solving

Verbal and written communication

Key External Stakeholder(s) None

Key Internal Stakeholder(s) None

Must have Qualification Graduate in any discipline

Over All experience in role 2 – 4 years of post qualification experience

Relevant Experience with respect to the role 0 – 2 Years of experience in a similar role