Officer - Cards Life Cycle Management

To check quality assurance measures for the Cards ENR Sales, Retention & CLM team’s calls/activities taking into consideration established policies and procedures and the team’s targets

•  Assist the team leader in verifying and releasing the CLM / Retention / ENR Sales transactions by checking the bookings on the system across all the portfolio products
• To generate timely & accurate MIS reports to be provided to the management for tracking the productivity of the team
• Assisting in scheduling and conducting periodic training for the team – 'offer refresher course' on product and call quality to improvise the quality of the team'.
• To support in the implementation and periodic uploads of data & leads to Dialer, CRM as per the determined process.
• Assist in UAT testing, documentation and product support for various systems.
• Maintain a strong relationship with internal clients and stakeholder in order to enhance customer service quality
• To address customer complaints on ENR Sales within the agreed TAT.
• To assist in the calculation of Incentives, leads management, marketing campaigns pertaining to Sales within the agreed timelines.
• Coordinate with operations and credit team for fulfilment of Portfolio sales programs.
• Coordinate the resolution of process breakdown and policy interpretation related to customer issues.
• Listening to calls frequently and provide feedback to callers on errors / fatal.
• Ensure system checks are done before processing any request at checker level.
• Timely and robust checks of the daily reports to minimize the occurrence of operational lapses in controls and identify improvements
• Liaise with Operations & IT Group to obtain reports required to facilitate the checks to be conducted
• Assist to develop and design new processes to achieve the highest level of productivity, operational effectiveness, and quality and customer satisfaction.
• Conduct live monitoring, Plugin & Walk observation to sample of agent interactions to provide on spot feedback
• Measure, monitor and achieve all defined and agreed Service Quality (SQ) and productivity improvement measures
• Inculcate an awareness of ‘cross-sell’ opportunities
• Keep the line manager informed of significant back office related issues that are identified during the evaluation/checks
• Keeps a record for all activity and corrective action taken regarding these activities.
• Ensure achievement of pre-set/ pre-agreed objectives as per the SLA.
• Ensure high standards of confidentiality to safeguard commercially sensitive information.
• Conduct on the Job Training & provide instant feedback, identifies needs for ongoing “refresher” training as needed to ensure maximum skill attainment and to ensure efficient processing.

• Minimum bachelor’s degree Work Experience
• Minimum 1-2 years of work experience as Professional of retail banking