Job Description

• Lead and coordinate process improvement, automation, and transformation initiatives across the Payments, Investigations, and Reconciliations functions to enhance operational efficiency, accuracy, and customer experience.

• Act as the bridge between operations, technology, and business stakeholders to ensure timely and successful delivery of projects that reduce manual effort, mitigate risk, and improve turnaround times (TATs).

• Drive a culture of continuous improvement by identifying gaps in current processes and implementing scalable, sustainable solutions.

• Create service oriented dash boards for queries handled by the team and suggest workable solutions to bring down /reduce manual handling of these query messages.

• Develop a mechanism to fast track identification of queries originated on account of processing errors ,highlight the same to Department head and work closely with operations team and client services to resolve the issue and minimize loss and customer impact.

• Ensure errors/knowledge gaps resulting in queries are shared with line managers & Division Heads to curb service issues

• Ensure E2E processes are improved through automation/digitalization initiatives.

• Ensure inter-group and intra-group SLAs are reviewed periodically and improved in line with automated solutions

• Graduate with at least 7-8 years of diversified experience in banking operations covering a wide range of banking products and services.

• Good working knowledge of banking processes and systems.

• Strong analytical, communication & presentation skills.

• Awareness of Compliance/AML/Regulatory Requirements.

• Conversant with the in-house various operating systems.

• Good computer skills and process understanding

• Effective decision making & conflict handling.