VKYC Technology

Job Description

The Role ResponsibilitiesContinuous Improvement

• Actively identify and take ownership of process improvement and automation opportunities
• Initiate processes where non-existent and / or review and identify process improvements/ gaps & rollout same in the following impact areas such as Customer & Frontline Experience, Cost Reduction / Revenue Generation, Automation & Risk Mitigation etc.
• Assess projects with champions, department heads and business units to identify projects that will provide significant business outcomes.

ECS System

• Interpret and analyze business requirements to identify risks and design appropriate solution to meet current & future business needs
• Share detailed system requirements to improve Customer Experience, Automation etc, Prioritise and ensure delivery as per given specifications
• Own end-end delivery of transformation projects deployed.
• Provide guidance for business decisions from a technology perspective on such issues as performance, scalability, reliability, and security
• Ensure all ECS system services are delivered within SLA and KPIs are accurately measured and are met consistently
• Drive speedy resolution of ECS incidents and problems and safeguard all service related contracts
• Accountable to resolve issues including service availability, maintainability, performance, SLA reporting and change management

UAT & UVT

• Analyse the business processes, business requirements specifications and review functional specifications to define UAT cases and develop test scripts along with technology teams
• Execute UAT in line with the agreed test schedule ensuring actual test results are accurately recorded and defects are managed in line with project milestones.
• Produce daily reports for the Project Manager and wider project team.
• Work closely with the internal/external teams to ensure smooth progression from UAT to Go-Live. Conduct necessary post deployment tests to give final Go/No Go decision
• Timely escalation of risks and issues through the governance framework identifying effective solutions or mitigating actions for recommendation

Team Management

• In charge of day to day management of customer care team and accountable for their results
• Supervise the incoming call handling team to ensure consistent delivery of customer delight relating to queries or problem resolution
• Identify training needs & bridge the gap
• Assist in job performance evaluations
• Manage, motivate and train Officers to ensure that performance is optimized
• Ensure KPI s (Key Performance Indicator) & KRI s (Key Risk Indicator, eg proper authentication, no rejects, maintained turnaround time, etc as define by the group) are achieved
• Ensure that team meets required Service and Sales (If applicable) Targets
• Ensure all sales pitches are made without mis-selling (If applicable)

Service

• Take customer calls, which the Officer is not able to handle
• Increased customer satisfaction through timely customer complaint redressal
• Should be able to identify potential disputes / escalation / specific trends/ process gaps noticed while handling of cases and highlight to the management

Operations and Compliance

• Accurately following laid down KYC protocol
• Trigger any specific trends noticed while handling of cases Or Process Gaps
• Adherence to Information Security norms & quality process norms by the team & self.

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Our Ideal Candidate

• Graduate

Apply now to join the Bank for those with big career ambitions.To view information on our benefits including our flexible working please visit our career pages . We welcome conversations on flexible working.,

Keyskills :
test scriptscustomer caredaily reportscost reductiontraining needsbusiness unitsrisk mitigationrevenue generationprocess improvementcustomer experiencesystem requirementsinformation security