DBAT Digital Banking Operations Team


INTERNAL USAGE:


No. of Vacancies:
1
Reports to:



Is a Team leader?
No
Team Size:
1




Grade:
Deputy Manager, Manager


Business:

Department:\xef\xbf\xbd
Digital Banking
SubDepartment:



Location:
Mumbai


About Digital Banking and Transformation


The Digital Banking and Transformation (DBAT) team builds new end-to-end customer propositions with an ambition of delivering new age financial services directly to the customers. The DBAT team has invested in digital capabilities that include building the bank\xef\xbf\xbds own engineering team, adapting new age engineering practices and building an API centric architecture to improve customer experience, employee experience and efficiencies.


About the Role


The Digital Operation team member is responsible for ensuring handling Retail Internet and Mobile Banking and ASAP related customer\xef\xbf\xbds requests, complaints. Ensuring closure of cases within TAT with accurate closure of request. The role requires close coordination with IT to ensure customer satisfaction.



Key Responsibilities


\xef\xbf\xbd Resolve customer\'s requests and complaints related to Internet and Mobile Banking within prescribed TAT \xef\xbf\xbd Ensure timely and accurate reply to the customer \xef\xbf\xbd Ensure 100% quality TAT on closure of the cases \xef\xbf\xbd Work closely with IT to ensure better customer experience \xef\xbf\xbd Identify recurring customer issues and ensure fixing of the same \xef\xbf\xbd Analysis the process gaps and propose process changes accordingly


Qualifications Optimal qualification for success on the job is: \xef\xbf\xbd Graduation/ Post-Graduation from a recognized institute \xef\xbf\xbd Relevant work experience in back office / Operations





Role Proficiencies:


For successful execution of the job, the candidate should possess: \xef\xbf\xbd Knowledge of customer servicing \xef\xbf\xbd Proven ability to manage and prioritize multiple, diverse projects simultaneously \xef\xbf\xbd Good communication (both verbal and written) and presentation skill.
#ComeAsYouAre \'We are dil se open. Women, LGBTQIA+ and PwD candidates of all ages are encouraged to apply\'